The third-party integrations are challenging when the tools are not from ServiceNow partners. This presents issues when integrating solutions from other vendors. View full review »

I remember last time I said there is no need for improvement. It's fine. Due to the limited scope, I cannot comment further. However, it should be integrated with AI and messaging or chatting features, which would be better.

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There is room for improvement in pricing. 

The initial setup is a bit challenging, only due to getting incorrect information from the client team. That’s the only issue, possibly. 

You have to read through your stuff because once the organization starts moving people around, management changes follow. 

The tools were set up to look up an organization that works a certain way. Now, you have to reset it to look up the new organization.

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In each upgrade, ServiceNow is enhancing its product across various areas. They continuously improve different aspects one by one, ensuring that their service evolves with the changing needs. However, frequent upgrades may negatively impact the performance of instances. Therefore, for now, I don't recommend any additional upgrades. The current version fulfills everyone's requirements, and ServiceNow automatically updates annually, keeping pace with industry standards. They've been performing well, so I see no need for further upgrades, especially considering their consistent updates.

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The automatic remediation needs enhancement, particularly integrating ServiceNow with tools like SolarWinds and Logic Monitor. It is functional, but it needs improvement. 

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ServiceNow Orchestration needs to improve multiple aspects in which their event monitoring system is one. The solution lacks event monitoring systems which makes them non-competitive. They need to include improvements in a similar manner that they did in Sweden.

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We cannot perform GUI automation using the tool.

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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.  

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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. 

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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.

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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.

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When it comes to automation, to basic windows activity, there is room for adding some features. Even in the areas that relate to publishing there could be increased efficiency in areas such as helping with editing portals. Other areas where there might be improvement is in terms of handling specific sequence based activities. In these areas, ServiceNow could extend beyond Orchestration and come up with some bots of RPAs and all. We had a few use cases where we couldn't find solutions in Orchestration and had to go with the publishers to solve them. 

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This solution should be more developer-friendly. This is what my team has been telling me.

The connectors need to be updated because certain connectors for third-party tools are not up to date, and our customers are having problems synchronizing data with some of these tools. There should be connectors to cover at least the top industry applications, and they should be easier to configure in a plug-and-play fashion.

The price of this solution needs to be a little bit lower.

Technical support could be improved by decreasing the time required to resolve issues.

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I am not going to say dashboards as they are working significantly on it at the moment. They made huge strides for the last three versions in enhancing the workspace concept. With the new UI, enabling workspaces and dashboards is going to become much easier for all the modules. I am sure installation will follow that part.

You can already spin up AWS servers, Azure, and VM services. From my space, the only thing that I can say is the spinning up with Google Cloud Services. I haven't personally tried it, so I don't know if it is working.

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There is a lot of complexity in the platform, but that comes with the scalability. It is a highly complex platform to work on. 

There are changes in their workflow technology, and the flow technology improvements have introduced more complexity, in my view.

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