ServiceNow Orchestration Reviews

The use case depends on the needs of our customers. We deploy it for business and IT workflows as well as for within IT workflows. Use cases also include auto-ticketing and auto-resolution. We have a premium partnership with ServiceNow and I'm a business manager in IT services. 

The automation ServiceNow has provided, saves us a lot of time and resources. 

I like the fact that the product helps with IT processes and business processes. It's moved from being an ITSM to an ESM. It creates one platform so an enterprise can bring all its functions together. It's one of the core features that led us to build a platform that combines our use cases with ServiceNow. In terms of integrations, I think they're able to cover most of the leading industry tools across the spectrum. 

We have found some gaps in integration because all of our customers require niche tools. Different companies have different needs - I guess it's difficult to cover every use case. 

I've been using this solution for six months.

The tool is stable but there can be issues if the integration is not done correctly.

The solution is scalable. Our company has 20 to 30 users in addition to our developers, which probably makes around 40 users in total. We have a core team who develop use cases that are reusable across multiple customers. We have a couple of service management experts and a couple of automation engineers. There are a few data scientists who build dashboards and of course people providing inputs from the delivery team. It's a mix of key roles. We have one person responsible for maintenance. 

We have a good relationship with ServiceNow and receive good service and support. 

Positive

I'm not involved in the setup, but my understanding from the technical team is that it's straightforward. We have an experienced team and I'm sure that helps. They have mentioned that whenever there's an upgrade, it comes with detailed instructions and guides and that ServiceNow provides preemptive support which is a big help. The initial deployment takes a couple of hours but the overall process following that can take a couple of weeks with the various checklists. 

We provide our customers with a license and we bundle our own services together with that. ServiceNow offers different kinds of licenses that range in cost. We have the flexibility to get discounts based on scale.

We went with ServiceNow because of the flexibility it provides automating processes from procurement through to invoicing and to notifications on one platform.

I recommend this solution. We've been able to build a couple of our own bots for auto-resolution and auto-remediation for incidents or problems. We have also automated in areas where we want to execute some kind of a change so there are multiple use cases across which we have built capabilities. 

I recommend this solution and rate it eight out of 10. 

Our organization uses the solution as a POC for employee onboarding and offboarding, BU changes for the active directory, cloud infrastructure changes, new builds, and automation of new builds and user management for joiners or leavers. 

All 3,000 people at our organization use the solution. 

The solution effectively automates business processes. 

The solution is a bit rigid because it requires the completion of five steps in one direction. If you do not follow that order, you will not succeed. There is no flexibility when it comes to customer requirements. 

Orchestrations are very expensive and the cost overall needs to come down. 

The flow rate for releases and updates is very, very slow and does not meet customers' objectives for scalability. For example, changes in model numbers or products are not enabled for six months to a year because they are included only with new releases.  

I have been using the solution for six months. 

The solution is definitely stable. 

The solution is always scalable. 

Enhanced customer support is lacking for anything outside of the solution's five-point checklist. Customer and technical support should be more transparent. 

I did not previously use another solution. 

The setup is pretty straightforward. 

The implementation was completed with help from a certified consultant and took two weeks. 

Ongoing maintenance is handled by five administrators and developers. 

The solution is costly and orchestrations are very expensive. 

The approach is "what we have is what you get." The customer pays a lot of money for that rigid approach.  

There are other, less expensive ways to automate business processes. Workarounds allow you to implement through coding and are free.

Endpoint Central is a less expensive option that will get the job done. 

The cost is very high and prohibitive so I rate the solution a five out of ten. 

We use it for enterprise resource management and network management of servers, operating systems, resource management systems, links, applications, and troubleshooting. In addition, it can be used for the network management of resources, from the application to the end user.

The data visualization is good and is hard to find in other products, but the best feature is the ease of use.

We have been using this solution for two years. It is deployed on-premises.

It is very stable.

It is scalable.

We have not used technical support, but clients can contact their digital team if they face issues.

The initial setup was straightforward. The time for deployment depends on the client's organization and configuration. It usually takes time to get and find the resources, ensure everything is in place and working right, and train the staff.

The deployment requires awareness among the project staff and does not necessarily require training. It took us three or four days, but the installation took just two hours.

I rate this solution a ten out of ten. I would recommend ServiceNow Orchestration, and I consider it the best product in its domain in the market now.

We sell this solution to companies looking for application installation, password resets, or automation that helps reduce IT contacts.

This is a user-friendly solution where scripts can be made with ease. There are also many integration options, including Microsoft products, which gives the product a competitive edge.

Overall, this is an effective solution with fast implementation.

There is still room for more integrations. Or, it would be nice to bundle multiple products together rather than selling everything as a model as that turns out to be a bit costly.

Support has been great and ServiceNow provided us with quality training from the start.

This is an expensive product, but it is the best in the market considering the features and lack of competitors.

Right now, ServiceNow is limited to IT service management. I believe that it has the potential to go beyond that and be an entire ERP which would allow organizations to centralize a lot of their activity.

I would rate this a nine out of ten.

I'm currently a consulting partner for an organization, and I manage multiple customer accounts.

The interface could always be improved. I would like a user experience module to be added. With different services that they are reporting, how can that be measured and what analysis can be done on the user experience?

The cost could be lower.

It's scalable.

ServiceNow doesn't give a clear cost indication. They have different contracts with different organizations and it's all about negotiation, so you don't know how they are doing at the cost level.

The cost is a little bit too high.

I would rate this solution 8 out of 10. 

My advice is it should not be more developer dependent. It should be easier for the organization to scale or to configure. The only challenge I see is it requires a lot of technical expertise to implement these tools and modules and all those things. If a vendor tries to make it easier for everyone to implement, that would make the whole process much easier.