ServiceNow Now Platform Reviews

We use the solution for work management and support. Depending on the problem, I use it for ticket management, lodging, or resolving internet requests. We use it mostly internally. There's not much integration at this point. We did a proof of concept for the business on the integration with Azure DevOps for release management. Most of the management is done through Azure DevOps. The incidents and bugs are logged in ServiceNow and then transferred across.

The solution provides us with a single platform where we can put together a lot of linked requests, incidents, and bugs in a single spot. Before, we had a few different tools to manage it. All the new features for the integration into Azure DevOps are helpful. The integration with other tools is pretty good. We have a ServiceNow team. We send our requests to them. The internal integration process is not very difficult. Most requests for any changes or customizations to ServiceNow are completed quite quickly.

The UI is not intuitive. It was updated recently, and it has been completely flipped. Some menus are hidden within dropdowns. It was much easier to access before. The recent update has not improved the user experience. The learning curve is high.

I have been using the solution for seven or eight years.

The tool is pretty stable. I rate the stability ten out of ten. I have not seen an outage on our setups.

We are an enterprise.

The support persons were quick to reply. We found a resolution for our problem, and they argued about it. Eventually, they accepted it, but it took a bit of back and forth. They did not want to do anything.

Neutral

The simplicity of Azure DevOps in its release management and work item tracking is better than that of ServiceNow. ServiceNow has a lot of configurations available, but they're missing some key ones in reporting. It was a lot easier in DevOps. ServiceNow Now Platform is a very flexible tool. The customizations are very flexible. However, we need a deep understanding of how they work to leverage them. Overall, I rate the tool a nine out of ten.

I use ServiceNow Now Platform in my company as it is a tremendous product, and in our organization, we refer to it as a platform of platforms because it offers a lot of offerings in a single platform. It covers ITSM, ITOM, and ITIL. The tool also provides strategic portfolio management modules that help organizations use it as an agile project management tool and enterprise architecture tool, making it a very easy product to use. It is a single platform that provides multi-purpose offerings that help organizations see their entire landscape and GRC.

The most valuable features of the solution are ITBM, ITSM, and ITOM. The organization of the data is very powerful, as ServiceNow Now Platform uses CSDM. On a single data source, you can see all the things. The product's UI is very powerful, making it a very user-friendly platform. Once you are familiar with the tool, it's easy to get data. The most powerful components of ServiceNow are its reporting and dashboard features, as they help generate reports. The tool is simple to use and easy to schedule, generate, and share reports with multiple users in the organization with its good notification system. ServiceNow is a wonderful platform like Salesforce. ServiceNow is a very powerful and user-friendly platform.

Improvements are something that already exists on ServiceNow Now Platform's radar. ServiceNow Now Platform wants AI embedded in the product to make it more powerful. Generative AI that will be a part of ServiceNow Now Platform is an area of concern where improvements are required.

I have been using ServiceNow Now Platform for six years. My company has a partnership with ServiceNow.

In the last six years, I have hardly seen ServiceNow Now Platform down one or two times in the production environment for a period of two, three minutes, or five minutes. In general, the solution's uptime is very high, while downtime is very low. My company does see some performance issues in the product, but it never goes down. The product provides 99 percent uptime.

It is an absolutely scalable solution.

Right now, with the help of the solution, a user can use more than 50,00,000 records without any trouble.

In my company, I am a part of the team that takes care of Technical resources, but sometimes, we need to reach out to ServiceNow's technical team for L4 support. My company raises high-priority tickets with ServiceNow's technical team, which is an easy process.

ServiceNow's technical team is prompt to respond, knowledgeable, and speaks in a very good tone. Specifically, the knowledge possessed by ServiceNow's technical team is wonderful.

I rate the technical support a ten out of ten.

Positive

I have experience with Jira and BMC Remedy ITSM. It was my company and not me who chose ServiceNow Now Platform.

The product's initial setup phase was a very straightforward process. My company didn't have to take care of any technical parts since it's a cloud platform. ServiceNow takes care of the product's infrastructure and everything else if users subscribe to such facilities. If you want to purchase some offerings in ServiceNow, you need to take care of the subscription part to be able to use them. Users can do their custom developments in the product. If I work for one of my company's customers who wants to do some customized development in ServiceNow Now Platform, then it can be easily done as it's a low-code platform.

I don't have much exposure to the costs attached to the solution. I rate the product's price a six on a scale of one to ten, where one is the lowest price, and ten is the highest price since it is a costly tool.

I recommend ServiceNow Now Platform to those who plan to use it so that they can leverage its powerful features. A user of the tool can ensure that ServiceNow Now Platform benefits the organization and adds more value at an enterprise-level scale. Though ServiceNow Now Platform is a costly platform, I can sense that it can add a lot of value as an enterprise-level product.

I gained from the product's usage in terms of how easy it is to use, while the data insight it provides is very powerful. As it is a cloud platform, I didn't have to worry about multiple aspects of the platform, like security and downtime. With the solution, I need to look at my data, operations, and processes so that the data helps me achieve my objective.

I rate the overall tool a nine out of ten.

For now, most of the clients come up with the requirement for catalogs. Based on those catalogs, we do some integration if needed. If not, then we'll give them the catalog with the tables. 

Other than that, we do discovery for the clients. If they want the asset to be located on the ServiceNow instance, we handle that as well. 

There are modules and processes available in ServiceNow, like HRSD, GRC, and other modules, which we implement for clients.

If we build a solution from the ground up, it incurs high costs, and the lack of a proper process can also lead to inefficiencies. ServiceNow provides a robust solution that saves time and allows quick implementation without delays, ultimately reducing costs in the long term.

The primary feature we find valuable is data management. ServiceNow is mainly a ticketing tool that offers additional features like workflows. Another valuable feature is its automation capabilities. 

We have integrated OpenAI's ChatGPT, Gemini, and other APIs for development and client resolutions in virtual chatbots. ServiceNow also provides RPA, which is useful but currently expensive.

The RPA feature in ServiceNow is quite good, but it is very expensive. If AI were better integrated into ServiceNow, it would lower the RPA costs and make the platform more accessible. 

Additionally, some core functionalities developed by ServiceNow can be challenging to change. Cloning with separate instances can be difficult, especially when dealing with multiple domains. Communication between developers and clients needs to be improved to avoid discrepancies.

I've been working with the ServiceNow Platform for about one year and around six to seven months.

I would rate the stability of ServiceNow at eight and a half out of ten. It is quite stable.

I would rate the scalability of the ServiceNow platform at seven and a half out of ten.

I would rate the customer support at seven and a half out of ten. They usually reply to the first ticket within 24 hours and set up calls to understand and resolve the issue. However, sometimes they don't have solutions for specific configurations, making it tedious to go back and forth.

Before ServiceNow, I worked with Jira and conducted some normal development on various websites. Jira is focused more on ITSM, whereas ServiceNow covers a broader range of modules.

The initial setup is relatively easy for the most part. Most out-of-the-box configurations are simple to tailor to specific requirements, but certain out-of-the-box configurations that need changes can be challenging. These challenges are generally special cases and don't occur very often.

If ServiceNow is used from the ground up, it provides a proper solution without wasting time. This decreases costs in the long term.

Pricing for ServiceNow depends on the model. Some models, like GRC and HRSD, are user-specific and can be quite expensive. Others are less costly but are based on the number of tickets or users.

Before working with ServiceNow, I also worked with Jira and conducted some normal development on various websites and other tools.

Clear up all the requirements with the developers you are going to hire. Sometimes there can be a communication gap between the developer and the client, leading to solutions that don't meet the actual requirements.

I'd rate the solution eight out of ten.

I am only strong on the incident side and the core services from ServiceNow, like the SPM module incident, RCA, and change management. With ServiceNow, I am familiar with its incident platform, change management platform, ITSM, CMDB, SPM module, and back-end integration with other security applications. I have also used ServiceNow's ITOM, ITSM, and ITAM tools.

ServiceNow Now Platform is basically for incident management, involving ticketing and cash management.

The incident has severity and risk, which complements ServiceNow's SIR or the security module. The incident also has an escalation path or escalation module. The incident is also a way to capture configuration items for change management. If somebody makes a mistake in making a change, the configuration item of the asset will expose that, and then you can see the life cycle through the tool's ITSM module about a product getting patched twelve times a year. A Microsoft laptop or a Microsoft OS, like Windows, would get patches twelve times a year just for the OS, but with the application, you get a hundred times plus, and so you can see the life cycle of a machine getting treatments and attention, after which you can calculate the ROI. You can calculate it by taking into account a lot of manpower to keep up with the volume you have in your company. The tool offers powerful KPIs.

ServiceNow Now Platform has one thing that no other tool offers, which is the dataset, specifically the management of the dataset. You only need to do data entry once, which can be used across all modules. That is the tool's power over everything else in the world. No one else has an ecosystem that is that powerful, and that is why ServiceNow is in the top chart of the Fortune 500 list because of its overall abilities. The marketplace for integrating the datasets with other tools is pretty outstanding.

The product's UI is ugly, making it an area where improvements are required. Even though a lot of people may say that the UI part is all about practicality, I feel that it needs to be improved in the tool.

I have been using ServiceNow Now Platform for two years.

I have had good interactions with the solution's technical support, but I don't interact with them regarding the tool.

My company has been using Asana for the past three months.

The product's initial setup phase is complex. It matches the complexity as per the company's needs. The tool doesn't really have a custom-built based on a persona or on industrial needs. The tool has just been put out there like a plastic bag you get from a grocery store. It is not custom to carry a specific thing. The tool has just everything.

The solution is deployed on the SaaS model.

I rate the tool a ten out of ten.

The solution aims to provide a unique process orchestration within the company to drive standardization and efficiency and enhance user experience.

The tool helps to automate IT service management processes. It's the market-leading technology. It can provide the company with chatbots and a unique process or workflow orchestration. It can be customized to the customer's specific needs, enabling semi-automatic or full automation processes. It integrates fully with SAP and offers a wide range of advantages for both us and our clients.

The solution improves the user experience because the end-user interface is very user-friendly and intuitive, which enhances productivity for both our team and our customers. Compared to basic ERP functionality, its interface is less technical and much more user-friendly.

It is a market-leading tool. The developers behind it constantly introduce new functionalities and enhance them with AI capabilities, such as natural language generation.

ServiceNow Now Platform's technical support needs to improve. 

I have been using the product for two years. 

The solution is 100 percent stable. 

The tool is scalable. 

The ServiceNow Now Platform team is always available to assist if there's a challenge. Additionally, the solution library offers extensive explanations on how to improve or resolve issues. Typically, we don't encounter many challenges, but sometimes tight implementation timeframes can be a concern, which is common in any project.

Positive

ServiceNow Now Platform is worth its money. 

The solution is expensive. 

Our customers are mostly enterprise businesses. Most of my clients work with the ServiceNow Now Platform regarding enterprise service management. One client was using Remedyforce, but these products are incomparable. The capabilities of ServiceNow are far superior, by a thousand percent, compared to Remedyforce.

It would help if you had a certain scale to see the value of the implementation in single processes immediately. However, for the value to become visible to the entire enterprise, you need to cover a broader scope so that it becomes more visible across the organization.

I rate it a ten out of ten. 

Managing business process automation related to primarily finance-related areas is what my company does with ServiceNow Now Platform.

There are three to four teams in my company, among which the first team deals with ServiceNow Request Management, the second team deals with workflow automation, and the third team deals with the portals, knowledge bases, chatbots, and other areas related to ServiceNow Now Platform.

Everything about the ServiceNow Now Platform is top-notch since ServiceNow is considered one of the market leaders. I don't see any other product delivering better services than ServiceNow, even though other companies are attempting to compete with it. Only on the UI front other companies might be offering better products than ServiceNow. Considering the functionalities provided, ServiceNow is way ahead of its competitors.

In ServiceNow Now Platform, UI is an area with certain shortcomings requiring improvements.

I want ServiceNow Now Platform to offer more in-built widgets that people or developers can use, as it can be quite helpful in the future.

I have been using ServiceNow Now Platform for almost three years. My company is a customer of the product.

It is a stable solution.

It is a scalable solution.

The solution's technical support is good. I rate the technical support a nine out of ten.

Positive

Earlier, my company was using an old version of a product named BMC Remedy.

The product's initial setup phase did not have any issues as it is considered to be a strategic tool in our organization. From a finance-related perspective, for which my company chose the tool, we ensured that we carved out our own scope areas in the product as we have our own security measures and controls in place.

The solution is deployed on the cloud services offered by ServiceNow.

For the completion of the deployment phase of the product, a user needs to get the contract rolling, which may make the process tough since I feel that it takes more time internally in an organization as there are a lot of organizational compliances to take into consideration, owing to which many approvals might be required I can organizational level. After users get signed up, the deployment process doesn't take much time since they only have to set up the base structures to get things going in the solution.

During the evaluation phase, my company did consider options like Appian and Unqork. From an organizational standpoint, ServiceNow Now Platform was more of a strategic tool that could be utilized in all the departments of my company.

I think people should probably note down their requirements initially and then get the technical team to go through the listed needs before getting the sales team of ServiceNow to provide a small demo of the tool. ServiceNow shows some prototypes that can help potential customers decide whether to choose the tool or not. If potential users find that ServiceNow Now Platform suffices their needs, then it is a great tool for them.

I rate the overall tool a nine out of ten.

I use the solution in my company for ticket management.

The most valuable features of the solution are that it is highly configurable and compatible with other endpoints, so it is easy to review.

Regarding my favorite features of the solution, I would say that my company has taken the base ServiceNow and customized it a lot. I was not part of the development team, but as an endpoint's end user, I have used it. If you ask me about my favorite features, some features came in after our developer team developed them, so we use them as a SOAR tool. We are using ServiceNow as an orchestration platform where, if you take a security alert, all the artifacts that we collect will be enriched with the ServiceNow Now Platform.

The number of API calls processed by the tool, specifically when the API calls increase, will cause a lot of load on the platform, and it tends to not work very efficiently.

I have been using ServiceNow Now Platform for two years. I am an end-user of the tool.

It is a very stable solution.

When more API calls are being made from ServiceNow Now Platform, the tool becomes overburdened, and the results are not very fast.

My company's development team takes care of the product, but I think the product's support is also good. I rate the technical support an eight or nine out of ten.

Positive

In the past, we had an in-house developed application, but we moved to ServiceNow Now Platform.

The product's initial setup phase was easy.

The time needed to deploy the tool depends on the infra and your familiarity with the product. It is a relatively easy process.

Around two to three people are required to deploy the tool.

The tool is easy to configure.

The tool's automation capabilities are easy to manage.

I have never faced any issues with the maintenance. I don't think we need one dedicated resource, but we need something as a backup.

The integration is also good. I won't say it is excellent, but I won't even say it is bad either. It all depends upon the other products, but it is normally good. Whether the integration can be better is something that depends on different things. When we want to integrate with different products, we have faced challenges because when you say integration, it comes from both ServiceNow and the other product. With a few applications, we had challenges, and they varied from product to product, but the coordination part had some issues.

I don't think it has any AI capability.

It would be good to see some AI features in the tool if some AI features come in ServiceNow Now Platform. On top of that, we are using our company security alert and coordination. If AI is integrated with security alert and coordination, then the tool would be able to do correlation based on the past alerts and give some meaningful threat modeling. definitely, AI would give a lot of help here.

I rate the tool an eight out of ten.

Since ServiceNow Now Platform is a no-code low-code platform, we are using it to build solutions around life sciences, especially in the regulatory field. We use the tool as a process orchestration engine.

The most valuable feature of the ServiceNow Now Platform is the workspaces feature, which allows you to create customized workspaces. The solution's form-filling feature is also good.

The solution’s AI and NLP features could be improved. The solution's pricing needs to be more competitive, and the tool needs to do a lot of work incorporating more AI features.

The solution should include custom search and document creation features.

I don't see any problem with the solution's scalability.

The solution has more process orchestration features than automation features. The tool does have some NLP features, but they aren't as evolved as we would want them to be. It is not difficult to integrate the solution with other tools. We chose the solution because it had a high analyst rating when we evaluated it.

The solution has helped improve our efficiency by around 30% to 35%. The front end is fairly neat, configurable, and customizable for each user. It is not difficult to configure or deploy the solution. We are not informed beforehand when there is downtime, which creates a problem. The solution can adapt to the changes in our business needs.

I would recommend the solution to other users.

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