ServiceNow Now Platform Reviews

We have paperless warehouses. We're running many processes that are automated on that. We also have master data management processes, which are more like approval workflows. We are exploring the tool for our finance shared services processes, especially on the payment side, but we have not yet begun the journey on that. The HR processes are not on the ServiceNow Now Platform. We have a separate platform for that.

The solution is a seamless tool that can integrate with all applications.

The solution's user interface is very average, and it needs to be more enriched and user-friendly. The UI has to be more aligned with the needs of the users today.

I have been using ServiceNow Now Platform for a couple of years.

I rate the solution an eight out of ten for stability.

More than 200 users are using the solution in our organization.

The customer support team regularly engages with us. We know a few people by name. Otherwise, they have a backend team. We have a different kind of contract where we have planned hours for a specific number of months.

We had some hiccups with the initial setup, mainly because we were trying to integrate with some legacy services. Otherwise, the ERP integration was fine.

We implemented the solution through an integrator. The entire process was live within a few months. Within a span of six months, we went live with some 10 to 15 processes.

The solution is nicely implemented in the workflow automation and integrated well across functions. The solution's integration capabilities are fairly good.

I don't see a quick deployment with the solution. Since it is a low-code no-code tool, it should ideally take two to three weeks to deploy. However, since a lot of custom work has to be done, it takes one to two months for one process to go live. The solution is a seamless tool that can integrate with all applications.

Overall, I rate the solution a seven 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.

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. 

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.

We are using this product for global IT support, specifically the IT infrastructure application and IP service development for end users as well as the ITSM, ITOM modules, and SAM. We are customers of ServiceNow. 

ITOM Discovery is great in the sense of the entire ServiceNow platform, as well as the ITSM and ITOM modules.

The UI is very bad and needs to be updated. It would be helpful if there was access to the backend with low code or no code features. ServiceNow is a bit rigid with customization of the tool heavily dependent upon JavaScript. They need to keep pace with the market by being low code or no code with regards to customization and development so that it becomes more scalable and more users can adapt and adopt ServiceNow to their existing business processes more efficiently.

I've been using this solution for nine years. 

The solution is stable. 

The solution is scalable; we have close to 225 licensed users and close to 11,000 end users.

We've used the customer support many times and they are okay but there could definitely be some improvement. 

Neutral

The initial setup is easy with most things being out of the box. Deployment took us two weeks.

Because of the high cost of this product, you don't always see an ROI. You need to gain value from the tool, which requires an understanding of how the tool can help you. There are a lot of aspects that can be enhanced to gain value, but as an IT organization, it might help you more by selling that to your customers. As a business, buying Servicenow for your internal IT, might not make sense unless you're a large organization able to play with the volume.

Licensing costs range between 49 and 59 GBP per user per month for a resolver license. It's possible to get a cheaper deal based on the relationship you have with the resellers. It's quite expensive when compared with tools such as Remedy, Jira, or ManageEngine. A resolver license requires the purchase of additional extras. There's also a SNOW-based discovery license, SNOW-based SAM license, that requires a separate approval license. It's complicated. 

This is a leading product in the market with all the features. It's important to understand your business requirements and how the ServiceNow Platform will sit in a particular solution portfolio because it's an expensive product. The returns should be worth the cost. A price can't be put on everything but there should be some value added to customers. Not every company is an IT giant with 100,000 employees. The ROI should be there, even for small or medium-scale organizations. That is not the case currently. Other solutions are catching up to ServiceNow and they need to pick up their game. As a result, I rate this product seven out of 10.