ServiceNow Now Platform Reviews

ServiceNow Now Platform has many use cases available. It allows significant customization and integration capabilities with many internal features that we use. Basically, we can digitize, automate, and manage workflows across different domains like ITSM, ITOM, ITAM, Customer Service Management, Security Operations, and custom application development. If you want to develop any application on ServiceNow Now Platform, you can do it. If you want to integrate with other tools or other platforms, you can integrate easily with the features of ServiceNow Now Platform. ServiceNow Now Platform offers workflow, flows, and many internal technical components that allow us to achieve our objective. Either it will be low-code functionality achievement, or we can customize with the code also.

Generally we use REST API. ServiceNow Now Platform offers SOAP also. Either we can use REST API, SOAP, or connectors are available in the market. We can use connectors to establish a connection between the two systems. ServiceNow Now Platform offers Discovery also, which is a separate application that allows scanning the customer network and updating the CMDB. Discovery is a separate module with its own feedback considerations. Right now, REST API integration is very helpful in integrating with many features of many other applications within organizations.

First and foremost, ServiceNow Now Platform allows us to do a low-code or no-code platform, which is the wonderful first feature. On top of that, if you want to do some customization along with the low-code and no-code, you can do it. Beyond that, if you write a full-fledged customized code and make your functionality, you can do it. Workflow is there, and we can automate our workflows. Flow is there as an option. Apart from workflow and flow, we have many business rules and script includes. These are all the technical components and features of ServiceNow Now Platform that allow us to achieve our objective.

ServiceNow Now Platform offers a very easy feature that we call workflow or flow. Using workflow or flow, we can customize industry workflows. The development on that flow is very simple, and you can use drag and drop functionality. If you want to do some scripting, you can do it. This is an awesome feature of ServiceNow Now Platform that allows us to develop or automate any flow in quick time.

Internally, ServiceNow Now Platform uses a lot of AI features and machine learning features. This makes it more wonderful. AI and machine learning are the core of ServiceNow Now Platform, and they are using it heavily. It is making a lot of impact on deliverables.

You can develop anything whatever you want on ServiceNow Now Platform. If you understand ServiceNow Now Platform capabilities, you can develop a full-fledged application on ServiceNow Now Platform easily. You don't have to write scratch code or do any database operations. You just need to create tables and forms, which are very easy to develop if you are familiar with ServiceNow. Everything is on one platform, so it is a single source of data that you can find on ServiceNow itself for the overall enterprise.

ServiceNow Now Platform offers a reporting feature very well. Along with the reporting, they are offering workspace and dashboard. All these UI interfaces you can use to extract precise information for your customer. This is really helping the customer make decisions with the precise and versatile reports. You can have a list report view, a graph report view, or a pie chart. All these features can be developed quickly and used in ServiceNow. This is where ServiceNow Now Platform makes a lot of difference.

There are many areas where ServiceNow leverages AI or machine learning to enhance the features, and they are already doing it. In every area, there is a scope for learning and improvement. ServiceNow Now Platform is already quite well-managed. It is a cloud-based platform, so downtime is very rare. There is already a lot of support, and it is almost an ideal platform. However, nothing can be ideal, so there is a scope of improvement.

I have been working with ServiceNow Now Platform for eight years.

It is quite reliable. I have been working for eight years on this platform and rarely saw downtime. I saw downtime, but it was not more than five minutes or two minutes. Overall, it achieves a 99.99% SLA on availability.

It is quite scalable. You can have thousands of users using the platform very efficiently. We can scale it as per the requirement.

I do communicate with them, but not regularly. Only once in a quarter, if I need some support or have some query, do I raise a case with them, and they are tremendous in help. They are tremendous in helping their customers such as us with their expertise of the platform and knowledge. They are very good and prompt and quite knowledgeable about the internals of ServiceNow Now Platform.

I would give them an eight for their services.

The reason for the eight is because of humans. Availability and product instance rely on the machines, so they can be automated. However, if humans are involved, then probably they cannot be too much faster. They are human beings. Support is provided by human beings, but they are honestly doing a fabulous job.

Positive

I have used previous solutions.

Basically, we need to get an instance from ServiceNow. Once the instance is rolled out, we can do implementation such as ITSM. ITSM is the most common implementation from ServiceNow Now Platform side, where we can start developing. First, either we can use out-of-box features of ServiceNow that they generally offer in the product solution, or we can use it on top of that. ServiceNow sales team and implementation team are also there to help us. We collaborate with them, coordinate with them, and do it accordingly.

It is straightforward, quite straightforward. There are no hurdles unless you understand the customer process. If you are fine with what the customer is looking for, then implementation will not be a challenge.

I have seen positive ROI.

I do not know the setup cost details. I am not at that level where I make decisions on the cost.

I integrated Splunk products with my instance of ServiceNow. I am the end user of Splunk, but I have not used Splunk effectively. However, I have integrated Splunk with my ServiceNow.

I use it for day-to-day operations like change management, incident management, and CMDB updates.

ServiceNow Now Platform has a workflow automation feature that I have worked with. When I was working with workflow automation, it was helpful to streamline my processes since I worked with the integration of NetBackup and a monitoring tool for creating tickets and auto-resolutions.

Overall, I see the best impact of ServiceNow Now Platform on my company as being a very good ticketing and reporting and asset inventory tool. I am not well-versed with the other modules or features of it.

I do see some negative sides and room for improvement. I think there may be some integration with AI and a smart way of reporting, reporting mechanisms, and automation mechanisms on the inputs from other tools that could be better.

I have been using it for almost eight to nine years.

We had some difficulties logging tickets and getting resolutions on time sorted maybe six or seven years ago when I was using the on-premises product, not the cloud one. ServiceNow Now Platform has improved it since then.

I would rate the scalability of the product as eight out of ten.

I have not gone through technical support from the vendor. It was very long back, so I would not rate anything on that because a lot of changes would have happened since then.

Negative

I chose ServiceNow Now Platform because it was a solution incorporated by the solution architects. I personally have not solutioned it for any customers, as this was already established. A few projects established it as part of a solution, an infrastructure solution, so that is when I got involved and used it.

I am not into the installation and deployment process because I never did the installation and configuration.

I purchased ServiceNow Now Platform from authorized vendors directly, not from any marketplaces.

I have not tracked any ROI or return on investment.

I find the tool to be quite affordable.

I would rate ServiceNow Now Platform an eight out of ten overall.

I am still using ServiceNow Now Platform. I have worked with Qualys in one of my customers, but not much. I wanted to know whether there is any module of Rubrik in ServiceNow Now Platform. I am an end user and do not work with the solution provided for ServiceNow Now Platform separately. I work with ServiceNow Now Platform. I have not worked with app development capabilities. Regarding the integration capability of ServiceNow Now Platform, I can say it is compatible with most of the technologies for my connectivity with other systems. I cannot comment on analytics insights, as I have not worked on it, so I cannot say it improved my service efficiency. I do not remember if I have worked with something different for the same purpose. My overall rating for this review is eight out of ten.

We use ServiceNow Now Platform primarily for ITSM support and now recently we have started using their financial services product for insurance.

What I appreciate best about ServiceNow Now Platform is that they are self-sufficient. They have a good ecosystem built around it. They integrate with a lot of standard partners, which is a great thing to talk about.

Another feature I appreciate is their ability to provide many out-of-the-box features we can use without customizing too many things. These are the two main things that give us an advantage for using and continuing to move forward with it.

What could be improved in ServiceNow Now Platform is the availability of skill sets. For some reason, we don't get too many people who know this technology easily.

Regarding their pricing, I would say it is reasonable. I wouldn't say it is cheap nor expensive, just reasonable. They are very flexible as well. The only thing is they could improve their licensing model because it's all in or nothing. Sometimes they have the basic license or a super user license. If there was something in between, that would make it easier to consume a bit faster. The price difference is huge between their super user versus the end-user license.

I have been using ServiceNow Now Platform for more than 10 years.

On the subject of stability, ServiceNow Now Platform is fairly stable. You will face some problems whenever they're upgrading, which is expected. Because we would have some customizations, and they wouldn't have taken that into consideration, so there will be some amount of pain involved in that.

My thoughts on their support team from ServiceNow Now Platform are that customer support is wonderful. I wouldn't complain about it because they generally know what they are talking about. They have enough knowledge to say the right things.

Positive

The initial setup and deployment of ServiceNow Now Platform, if you want just the plain vanilla things, are pretty easy and straightforward. When you start integrating with your existing systems, it's going to take more time, and the testing becomes medium complex. I wouldn't put it too complex, but it all depends on your needs. Most of the things, since they're out-of-the-box, are easy to configure and test. However, I wouldn't call it a simple implementation. It would require some effort from the business, IT, the vendor, and everybody to put it together.

I have an IT background from Accenture and use ServiceNow Now Platform among other solutions.

I would definitely recommend ServiceNow Now Platform to other people.

My advice to someone new about ServiceNow Now Platform would be to try it small for smaller use cases. Once you are comfortable using it and getting their workflow done, go for the bigger ones.

On a scale of 1-10, I rate ServiceNow Now Platform an 8.

The primary engagements I have been working on with ServiceNow are for their internal incident management and change management. Additionally, I have worked on ServiceNow for their HR systems and procurement processes, managing requests between departments or different entities for procurement-related requests, and also handling internal HR functions such as onboarding of employees, benefit plans, and mentorship programs using the HR module on ServiceNow.

There have been significant improvements in operational efficiency with ServiceNow. Every two years, they release new updates that bring major upgrades to the platform. For example, a server provisioning process that previously took five days has been reduced to one and a half days with the help of IT operations management and request management integration, leading to effective time reduction.

ServiceNow is highly scalable from a customization point of view, allowing for the building of portals, adding and configuring widgets, and designing workflows as preferred. The text-to-code feature is particularly useful for turning natural language instructions into recognizable code on the ServiceNow platform, aiding both implementation teams and customers. The case summarization feature is also great, as it summarizes user comments and agent notes into a resolution code without needing to review the entire activity history.

The Playbooks feature is useful for visualizing steps in a process, however, it lacks support for rollbacks in case of complex customer processes. This is an area where I would like to see improvements in the platform.

I have been working with ServiceNow for almost six years now.

ServiceNow provides immense options for customization and scalability, allowing users to build and modify the platform according to their needs.

The customer service is quite responsive and helpful. I have worked on implementations in the Middle East, Europe, and Asia Pacific regions, and the support in all these regions has been found to be quick and effective. Compared to other service management vendors, ServiceNow offers some of the best support.

Positive

Previously, I worked with OpenText tools for nine years before transitioning to ServiceNow.

The reduction in time for certain processes, such as server provisioning, indicates a significant improvement in operational efficiency, resulting in effective resource utilization.

From a cost perspective, I would rate it six out of ten. From a feature functionality and return on investment perspective, I would rate it 8.5 out of ten.

I'd rate the solution eight 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 ServiceNow Now Platform is a single platform used by various teams, harmonizing the ways of working across different teams.

The ServiceNow Now Platform is powerful because it allows for seamless integration and sharing of common features. I can access various features from a single point, enhancing efficiency and usability. Its capability to integrate different user features while maintaining full integration is a significant strength of the platform.

The user experience could be improved. The current design of forms lacks intuitiveness, as there seems to be only one form available for all types of operations. Additionally, some fields are hidden behind tabs, making it difficult for users to locate them and fill them out efficiently. Compared to the experience with Jira, where there are sets of forms that are more streamlined and easier to navigate, ServiceNow's UX falls short. 

There might be some room for improvement in the documentation. While it's accessible online, It could provide more comprehensive details on complex topics like SLA definitions. 

I have been using ServiceNow Now Platform for ten years.

The product is stable. We have some capacity issues because of the network.

I rate the solution’s stability a nine out of ten.

5000 users are using this solution. We have a couple of possibilities to integrate different suites, such as ITSM, SPM, and ITOM, making it very scalable. It's up to my company to decide what to include in the subscription.

I rate the solution’s scalability a nine out of ten.

We have had internal support.

The initial setup is straightforward. There are limited access. If you choose not to use scripts, you can still configure the majority of the settings on the platform.

The technical aspect of implementing changes is governed by change management processes. Even simple features require careful consideration of communication, documentation, and governance.  Despite the setup being relatively straightforward and typically taking one to two weeks to complete once the desired outcome is identified, the implementation phase can often extend for a month or two due to various factors.

I rate the initial setup a nine out of ten, where one is difficult, and ten is easy.

We leverage the ServiceNow Now Platform, particularly for our ticketing systems and workflows. This allows us to gain a comprehensive understanding of our work processes, leading to increased productivity. I prefer using a well-designed process for ITSM rather than relying on emails or unstructured communication. This approach ensures that I can measure performance objectively, without being influenced by subjective opinions that may be biased due to personal factors. ServiceNow plays a crucial role in providing timely responses and solutions, ensuring stability with fewer instances of issues. Data distribution and flexibility in measuring improvements are paramount for our work efficiency.

It's crucial to understand your needs because the ServiceNow Now Platform is powerful, offering a multitude of features and functionalities. Its scalability allows for a gradual start. I highly recommend it without reservation; ServiceNow truly provides the solution we needed.

We successfully tackled a major challenge of integrating various entities within the company, each operating independently. We achieved the goal of having a unified platform and solution utilized across the board. ServiceNow made this consolidation possible.

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

ServiceNow has evolved beyond just a service desk. They offer configurable workflows that are applicable to multiple parts of the business, putting them closer to something like Salesforce Lightning, where many custom solutions can be built. 

We use it for workflow management within certain business functions, and some customers use it across their operations and engineering lifecycles. It's a pretty good tool.

ServiceNow Now Platform improved our incident response times. Earlier, the service desk team would catch and dispatch incidents from ServiceNow to various resolver groups.

We needed a lot of follow-up outside the platform to get issues resolved. With customizable workflows for different business functions, we track incidents entirely on the Now Platform (assuming workflows are well configured). 

This leads to a 25-35% improvement in process flow. Plus, having multiple departments on the platform gives us a single view of where we need to optimize.

The ability to create custom workflows is the best part. Other platforms like Microsoft Power Platform have similar features, but ServiceNow's focus on service management means we can reuse standardized components. That's a significant advantage.

We leverage other technologies on top of the Now Platform to handle the AI components. For example, we integrate Azure OpenAI and AWS AI to build an additional layer on top of ServiceNow.

The integration feature has simplified our multi-tool ecosystem. The inbuilt integrations significantly improve our solution delivery timelines. Also, standardized adapters and integration adapters reduce failure rates due to compatibility. This boosts productivity and eases maintenance.

Currently, it's very technologically complex and requires IT specialists to fully understand the platform's potential. The user experience and usage perspective should be simplified for wider adoption, especially in smaller organizations.

So, simplifying the user interface for both users and administrators is key. It is not very intuitive.

In my experience, learning the tool takes months. Even then, it often requires a few years of on-the-job experience before users become fully comfortable. Newer tools on the market address the complexity issue ServiceNow faces, as its legacy base can be a limitation.

Also, pricing can be a barrier for smaller organizations. With the rapid advancements in cloud-based technologies, particularly generative AI, ServiceNow may need to revisit its pricing to stay competitive.

I have used it on and off for about four or five years but more consistently for the past seven. I've been both a user and a leader who provides services using ServiceNow to other enterprises. 

I would rate the stability a nine out of ten. It is pretty stable. 

I would rate the scalability an eight out of ten. So far, scalability has supported our business growth.

The templates and workflows have really helped, allowing us to scale quickly. Even when we have to configure some things, it's manageable.

We are a larger enterprise, so we've got around 8,000 to 10,000 users. Then there's our admin team of roughly 100 and 150 people doing customer support. 

We also offer Now Platform as a service to other customers. we have around 10,000 to 15,000 people providing customer services to other customers on the Now Platform.

ServiceNow Now Platform scaled pretty rapidly, but with the number of customers it handle and certain complex aspects, it can take many weeks to optimally resolve a problem due to communication challenges between teams.

The main thing with most legacy software is that it's built for a specific purpose. Now, Platform was originally incident management software, and it's been scaled into other areas, such as IT service management. 

The user interfaces and modules are still similar across functions. Simplifying the user interfaces and reducing complexity – maybe better UX/UI – could be helpful.

Neutral

I would rate my experience with the initial setup a seven out of ten, with ten being easy for this product. 

Large enterprises prefer it within a private controlled instance. Various smaller enterprises are okay with a cloud instance. As controls improve and more people move towards the cloud, that's becoming the more typical deployment method.

The deployment time depends on the complexity of the use cases, processes, departments, and the size of the enterprise. It can range from a few weeks to a few months.

We have seen good ROI. We're a larger-scale company offering Now Platform as a service, so it's given us ROI over the years. 

However, with newer technologies and solutions emerging, especially with generative AI transforming service management, we're also evaluating other options.

I would rate the pricing an eight out of ten, with ten being very expensive solution. 

There are other solutions in the market that might be better suited for simpler use cases.

ServiceNow Now Platform is the preferred tool for most companies, although Freshdesk is gaining ground due to cost advantages.

I would recommend understanding the business requirements clearly. It's best to optimally configure the platform optimally and use only the features they need. This can help align the price with the requirements.

Overall, I would rate the solution a seven out of ten because there are many new-gen solutions that are coming, which are very agile and quite easy to configure now.

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.