ServiceNow Now Platform Reviews

We utilize the Now Platform for ITSM-related modules such as incident management, problem management, CMDB, and HAM. These modules are typically deployed at the majority of our customer locations. Customers generally view the Now Platform from an IT infrastructure management perspective. A few of our telecom customers have also extended their platform use. Telecom companies use the CSM module to manage customer-related incidents and queries.

The base features are good. ServiceNow is introducing AI and AIOps capabilities. The CMDB is robust, with a strong data model and well-structured data.

It is flexible and has a robust SaaS model. However, the licensing model may need reconsideration. Due to its SaaS nature, many customers are interested in adopting it, but the cost is relatively high. Tier-one providers might be able to afford it, but tier-two and tier-three customers may find it very high. Therefore, the pricing should be more flexible, with different pricing for different geographies and types of customers.

It would be great if the ServiceNow Now Platform supported satellite technologies in its telecom models and integrated with tools like OpenAI, LLaMA, or any Google AI platforms such as Vertex AI or Bard.

The ITSM modules are highly effective. However, when it comes to telecom modules, we often face challenges in obtaining suitable software solutions.

I have been using ServiceNow Now Platform as a reseller for five years.

I rate the solution’s stability a seven or eight out of ten.

The solution scales very well.

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

Since spinning up an instance on the ServiceNow Now Platform is very easy, we can quickly get it up and running.

The license model is not flexible for small clients. It is generally more suitable for large enterprises and, to some extent, for mid-sized organizations. However, it may be less affordable for smaller or tier-three companies.

The workflow engine is highly flexible and can be utilized in various ways. However, ServiceNow still needs to mature when it comes to industry-specific solutions. For example, we look at different products in the telecom industry, specifically telco-grade products. ServiceNow has recently ventured into this area, but the modules available are fewer than those of similar products in the industry.

ServiceNow has its own robust set of proprietary APIs, but the telecom industry has advocated for adopting TM Forum Open APIs. Currently, only a few of these Open APIs are supported. However, the specifications and the product need to mature. It's an ongoing process.

While we use the SaaS model, some customers choose the on-premises model due to regulatory constraints requiring their data to remain within their country. However, opting for an on-premises model may not provide all the benefits of SaaS, as it often involves significant hardware and infrastructure requirements. It ensures security by keeping data within the country, and it provides robust functionalities within its SaaS modules.

Generally, ServiceNow is often compared with Remedy. While Remedy started with a strong foundation, its more rigid models and limited scalability across different domains may have given ServiceNow an advantage in adaptability and growth.

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

I have used ServiceNow Now Platform across different organizations I have worked for to cater to areas like IT service management, HR service delivery, and procurement services. Yeah. ServiceNow Now Platform is a very vast platform with multiple use cases.

I would like to see the product of more integration capabilities.

There are a few areas of concern when it comes to the product's support team where improvements are required. In my opinion, the product's support team is not one of the best.

I have been using ServiceNow Now Platform for five years.

It is a stable solution.

It is a scalable solution.

More than 50,000 people in my company use the product.

I have experience with the solution's technical support.

The product's initial setup phase was straightforward.

My company has standard DevOps processes in place that we use to move updates from the development to the testing phase and from the testing process to production.

The price of the product falls on the higher side of the spectrum.

Speaking about how my company uses the ServiceNow Now Platform to automate IT and customer service workflows, I would say that we have several flows that are automated with the help of the product.

ServiceNow Now Platform has improved workflow efficiency in areas like ITSM, HRSD, and procurement.

My company uses the integration capabilities offered by the product, but it's more able to connect the platform with other enterprise service systems.

The product offers all the possible integrations, as the tool provides an integration hub that is enabled in what is called spokes. I have no complaints about the integration capabilities offered by the product.

I rate the product's interface and customization options a seven out of ten.

I recommend the product to those who plan to use it.

The scalability of the product has impacted our organization's growth capacity and ability to adapt to change, considering that the tool is fairly scalable.

I rate the overall product a seven out of ten.

I use the solution in my company to handle ticketing for each of our departments with different workgroups.

The IT service desk handles a specific workgroup and tries to resolve the issues of such a workgroup considering the SLAs or based on the priority level defined in the ticket raised by the user. The IT service desk handles a specific workgroup and tries to resolve the issues of such a workgroup considering the SLAs or based on the priority level defined in the ticket raised by the user. ServiceNow Now Platform's main purpose is to resolve all the issues within a given timeline.

The overall functions and features that the tool offers are valuable. I like the fact that the software is easy to use, and users can navigate or upgrade the software if some enhancements are required. Users can quickly learn the software and adapt to the new changes or enhancements in the software. The tool is generally easy to use, making it a very user-friendly product.

I think there are no areas where improvements are required in the solution since it works fine and the tool is quite fast.

Presently, since the product is going through a phase of upgrading, I feel that the solution's user interface is an area with certain shortcomings, where improvements are required. When users navigate through the first page of the solution, the tool shows the dashboard, and if there is some error in there, I am not sure how to deal with it in the current version of the solution, especially after the major upgrade of the solution that which happened last year after which the features were made to look totally different from the product's previous version. When I try to search for the things I used to use in the previous version of the solution, it takes a long time, so the user interface needs to be made better.

I have been using ServiceNow Now Platform for ten years. I am a user of the solution.

Stability-wise, I rate the solution a nine out of ten.

Scalability-wise, I rate the solution an eight out of ten.

Though I am not very sure, I feel that around 10,000 employees in my company use the solution.

I rate the technical support a nine out of ten.

Positive

I rate the product's initial setup phase a seven on a one to ten scale, where ten means an easy setup phase.

The solution is deployed on an on-premises model.

Price is an area that is not really visible to the user of the solution as we have a different department in our company that manages the licensing of the product. I am not aware about the price of the solution for each user.

I would recommend those who plan to use the solution to go for an online training session, learn how to use ServiceNow Now Platform, and get familiar with its features.

I rate the overall tool a ten out of ten.

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.

We use the product to deliver end-user support for our customers.

The product's most advantageous feature is platform innovation. They enhance the tool every half a year. It integrates well with other platforms. Additionally, it has valuable optimization and CMDB features. It has efficient knowledge and is a powerful tool in the market.

ServiceNow Now Platform's automation process needs improvement. There could be AI features to resolve issues and raise ticket requests for incidents. It will help us deliver quick solutions for end users or customers.

We have been using ServiceNow Now Platform for three years. At present, we use the latest version.

I rate the product's stability a nine out of ten.

We are managing work for 50 ServiceNow Now Platform customers. I rate the scalability an eight out of ten.

We have two levels of technical support, directly from ServiceNow and through a service partner. We recently started working with a new support partner; the work is going well.

Neutral

We use SAP Solution Manager. Some of our customers also use Jira and other products.

We deploy the product on ServiceNow cloud. The initial setup is not easy and includes a lot of integrations. It takes up to one year to complete. It requires six to seven engineers to execute the process.

We implement the product with the help of third-party service providers.

There are extra expenses for maintaining the product apart from the licenses.

I recommend ServiceNow Now Platform an eight out of ten. It is expensive, and it is complicated to integrate with other platforms.

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.