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ServiceNow Primary Use Case

James Rountree - PeerSpot reviewer
Senior Consultant at Rountree Technology Consulting, LLC

Everything that I've done over the last six years with ServiceNow has been for hospital systems. It was used at different levels for different clients. Many times, it was being used by the whole organization, but my involvement has always been for the department projects. There was significant effort into reporting and dashboards and some automation for approvals. I am currently using its latest version.

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SK
Lead Program Manager (Enterprise Architecture) at a insurance company with 5,001-10,000 employees

We use this solution for managing IT assets and business operations.

We are also using it to help make better business decisions.

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NP
Market Data/Application Support - Assistant Vice President at a financial services firm with 1,001-5,000 employees

We primarily use the solution just for our ticketing purposes to keep track of our incidents, projects, and tasks.

We use it for internal projects, circuit routers, upgrades, keeping track of vendor contracts, et cetera. Basically, it's just a repository of everything that we do and to support our internal clients that deal with maintaining bookkeeping as well as providing the tickets, keeping track of projects, and stuff like that.

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Buyer's Guide
ServiceNow
September 2022
Learn what your peers think about ServiceNow. Get advice and tips from experienced pros sharing their opinions. Updated: September 2022.
635,987 professionals have used our research since 2012.
CG
PM at a transportation company with 10,001+ employees

We primarily use the solution for tickets and we use it for order processing.

We use the product for incident management, asset management, and service management. Those are the three big use cases. It's mostly asset management.

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Tarun Arora - PeerSpot reviewer
Consultant at HCL Technologies.

We use it for interim problem change configuration, regress management, and knowledge management.

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PJ
Global Solutions Manager - ServiceNow at a tech services company with 201-500 employees

The product is primarily used for HR service delivery, traditional IT service management, and, increasingly, integrated risk management, or IRM. 

The biggest area of growth is what we call creator workflows. This is building new applications on ServiceNow, using ServiceNow as a development platform. That's the biggest area of growth for us.

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Chaithra R - PeerSpot reviewer
Technical Lead at a tech services company with 501-1,000 employees

We used ServiceNow for various functions like incident management, ITSM (information technology service management), and we also used it for CMDB (configuration management database).

I worked for a manufacturing company and we were using ServiceNow for managing the company's IT functions, particularly for ITSM.

In my current company, we use it for CMDB.

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BK
Lead Cybersecurity Analyst at a tech services company with 10,001+ employees

We use it as a tool to develop and monitor attestations and assessments where we develop questions based on our policies and ask application owners to explain and show compliance with our policies through a series of attestation questions.

I refer to it often when I'm looking up applications in the CMDB. The CMDB gives me a lot of information on the application in terms of what certain parameters are, who owns the application, and what's the structure of the organization owning the application. It gives me a fair amount of information.

We are using the latest version. We stay up to date with all the patches.

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Justin Keswick - PeerSpot reviewer
Senior Desktop Analyst at Tech Mahindra

We primarily use the solution to support Airbus Helicopters.

It's great for handling support tickets and onboarding employees.

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Haresh Thevathasan - PeerSpot reviewer
Senior Business Systems Analyst - Enterprise Methodology and Process Program Manager at Judicial Council of California

Primarily, we use it for our service desk and IT help desk ticketing. We also have the PPM module. ServiceNow is our main PPM platform at the moment. We use the Idea Portal for project requests, and we are also in the process of installing the financial module. We're using the latest version of ServiceNow.

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SM
Senior Management Consultant at a consultancy with 11-50 employees

IT Service Management

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Fabio Casasus - PeerSpot reviewer
Co-Founder - Managing Partner at Helvetia Fintech

We have several applications of the product, however, the main use case is to generate all the backlogs of the different squads where we assign histories and we can link this to concrete people. 

The histories and the tasks that we draft within the histories are used for creating all the burn charts in agile and to show the velocity of how well it was the last sprint in terms of shipments. This is the key purpose. 

We also use ServiceNow to log IT tickets and to trace them. Those tickets can be created directly as a ServiceNow history on the IT squads. This will go directly to their backlog. It is a quite nice interaction.

It's used to manage the sprint in agile to create all the backlogs and to activate the current sprints, to create the burnout charts of the velocity of the sprints, and also to register any IT-related support ticket requests.

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Vinod Kanna - PeerSpot reviewer
Software Development Manager & UX / UI enthusiast at Accelya World SLU

Our primary use case of this product is for incident and change management. We are customers of ServiceNow and I work as a senior software development engineer. 

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SM
National Enterprise Architecture Lead at a financial services firm with 5,001-10,000 employees

The solution is used primarily to report incidents and then to follow up. It's mainly used for ticketing and incident resolution and tasks of that nature. I look at incidents and see the resolutions and report on that.

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DL
IT Service Expert at Vodafone

I'm a service manager, so I'm mainly focusing on customers' CMDB, incidents, changes, and problem management tasks. We have many global customers with network solutions.

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DL
Senior Consultant Project Management & Transition at a tech services company with 501-1,000 employees

I'm a ServiceNow consultant and my company is a service provider where we are deploying ServiceNow ourselves on-premises. Here it is primarily used as a service catalog and in BIZBOK-developed services and knowledge management.

As a ServiceNow partner, we also offer it in a ServiceNow-like cloud to end customers and we do consulting and projects with it as a third party. Our current customer sees especially heavy usage of ServiceNow, with between 100-150K accesses per month, and up to a million users who access it in total. We are one of many third parties who are involved in this project.

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Jorge Ambrosio - PeerSpot reviewer
Quality Management Office (QMO) Manager at a comms service provider with 10,001+ employees

We were using ServiceNow to collect data in problem areas in operations. Most recently we are using it for our internal hardware tracking. For example, if someone requires a change of computer system, new headset, or any other hardware defects.

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PC
ITSM Process Owner at a financial services firm with 10,001+ employees

We primarily use the solution for ITSM and a little bit of ITOM. However, we don't use it for ITBM.

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JV
Director de Servicios Profesionales at a tech services company with 11-50 employees

We use this solution mostly for ITSM, but we also have customers who use it for customer service management and item discovery.

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WW
Director of IT at a local government with 201-500 employees

We primarily use the solution for change management and program management. Let's say, for example, if someone across our state needs a license. My team will send the request to me and I would approve it. For other tasks, they might send me a ticket and I would either approve it or add additional comments, however, that's it. 

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JoseQuintero1 - PeerSpot reviewer
Senior Services Manager at a tech services company with self employed

ServiceNow can be deployed for everything, in terms of ITSM, CSM, facilities management, HR, financials, CMDB, asset management, and orchestration. You name it. It's really used for everything.

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NC
Advisor at a energy/utilities company with 201-500 employees

This solution is used for ticketing, reporting, and changes as well as for operations and incident handling. We always use one version prior to the latest one within the environment.

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RB
Director Delivery and ServiceNow Practice Lead at a computer software company with 51-200 employees

We primarily use the solution in a variety of ways, including the NOW platform (CMDB, Workflows, Service Portal, Service Catalog, Reporting), Custom AppDev, SecOps (Vulnerability Response with Tenable integration and Security Incident Response), Governance Risk and Compliance (GRC), IT Service Management (ITSM), IT Asset Management (ITAM), IT Operations Management (Service Mapping, Discovery, Event Management), IT Business Management (including Project Portfolio Management (PPM)), HR Service Delivery (HRSD), Software Asset Management (SAM), and Facilities Service Management (FSM).

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GK
Project Manager at a consultancy with 201-500 employees

We use this solution for handling help desk tickets and tasks.

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Anil  Rao - PeerSpot reviewer
Vice President Delivery & Operations at Rezilyens

Multi Tenant, Scalable, Flexible and Stable

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LS
Infrastructure Team Lead at a energy/utilities company with 5,001-10,000 employees

We use this solution for many things, such as ITFM, incident problem change, configuration, and vulnerability response.

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Elizabeth  Juarez - PeerSpot reviewer
Global Chief Information Officer/ Chief Technology Officer at Kidzania

I previously used the on-premise version of ServiceNow. It was a better fit for companies and banks because of their tech security protocols. But for my work with my current company, I am considering the cloud solution because we already have all the other software components in AWS.

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PA
Senior System Engineer at a healthcare company with 10,001+ employees

ServiceNow is helpdesk software that I have some experience with. This is not a solution that I deploy. Rather, I interact with it using hooks between it and NetBrain.

It is used for the creation and tracking of tickets and incidents, tasks, projects, and self-ordering. Our parent company uses ServiceNow for ordering and it has been utilized with a lot of different workflows. This is something that we never did but now that we've merged together, and we've merged our instances of ServiceNow, it means more of those self-service tech catalogs now in place and utilized.

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AS
Consultant at a computer software company with 10,001+ employees

I worked on the CMDB configuration management setup, and then previously I worked on software asset management also and hardware asset management also. I did a little bit on the ITSM side also.

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AP
Chief ITSM area at MAINSOFT

We primarily use the solution for ITSM record catalog incident problems and Service Level Management.

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JS
Practice Director, Global Infrastructure Services at a computer software company with 10,001+ employees

We use the solution primarily for IT Operations Management, SLA and ordinary day-to-day operations. We also use it for business dashboards and different groups within the company.

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RM
Head of Digital Services & Technologies at a manufacturing company with 10,001+ employees

We use the solution as it's a requirement for our standards of use in the future. I primarily use the product to look for tickets. I also check for future projects and so on.

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JC
Sr. Architect at a computer software company with 10,001+ employees

Most of our tickets go through ServiceNow.

Any tickets that we need to open in order to interact with other teams and make things happen go through ServiceNow. 

When I need to create an AWS account, I use ServiceNow. I need to use ServiceNow to request a new machine. 

We use ServiceNow for everything that requires us to interact with other teams.

They use it for internal communication across all departments.

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Rupesh Jethwa - PeerSpot reviewer
Solutions Architect at Globant

Many organizations use this solution for event management. They integrate their monitoring systems with ServiceNow for events and incidents. ServiceNow is also used for the automation of tasks such as the launching of AWS or Azure.

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Dawn McClure - PeerSpot reviewer
IT Project Manager at a manufacturing company with 10,001+ employees

We use this solution for incident management, change request management, and service request catalog. These are our three primary use cases.

Within our organization, there are roughly 15,000 to 20,000 employees using this solution. We have two staff members that handle all maintenance-related issues. 

As our mission over the next couple of years is acquisition, we definitely plan to increase our usage of this solution. 

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BS
Product Owner and People Lead at a wholesaler/distributor with 10,001+ employees

We primarily use the solution for IT service management and then we're using it for custom applications. That includes digitizing workflows and helping our company with that.

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JG
Manager at a consultancy with 501-1,000 employees

I'm in the public service sector, and it is used for public services. 

In terms of deployment, you normally buy ServiceNow on the cloud. You can also have it on-prem, but they're not very keen on giving you that option. So, more often, it is on the cloud, which is very difficult for my type of clients who are not based in America because ServiceNow Cloud is all on American hyperscalers.

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RJ
Senior Loan Analyst at a financial services firm with 5,001-10,000 employees

We use it for a combination of things. I would say that the two big use cases that I'm aware of are for logging general acute IT issues. Then they also use it for actual security-specific issues. These are the two main use cases that I'm aware of. 

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Ligia Godoi - PeerSpot reviewer
IT Service Delivery Manager at DXC

We use ServiceNow for all service delivering processes within service management. For service and incident problems, change and configuration management, relief management, and event management.

Within our organization, there are roughly 30,000 users, using ServiceNow.

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MF
Director of Cloud Services at a tech services company with 11-50 employees

We use it for our service desk as well as for some asset management.

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CS
Head of Market Analytics at a tech services company with 501-1,000 employees

We primarily use the solution for service desk requests, in order to track service desk requests and to know who's asking what and track these requests.

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TC
Director, IT Networking at a think tank with 1-10 employees

I have used this solution to create forms for employees to fill out. 

The main use is for incident management.

They are configuring the asset management in CMDB, and they are installing at this time.

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TB
IT Leader at a manufacturing company with 10,001+ employees

Our use case is around the core idle processes in general. We use it as a service management capability for managing intercom and so forth.

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SP
Delivery Lead, Enterprise at a wholesaler/distributor with 10,001+ employees

We use the solution for workflow automation and business processing.

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Rupesh Jethwa - PeerSpot reviewer
Solutions Architect at Globant

We are premium partners with ServiceNow and I'm a solutions architect. 

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Peter Kuranchie - PeerSpot reviewer
Director of TechOps at a computer software company with 201-500 employees

I use the solution primarily for IT Financial Management and IT Business Management.

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Dirk Kruger - PeerSpot reviewer
Senior Principal at Devoteam Management Consulting

I don't actually use this solution directly. We're a partner so we typically find a customer and do the necessary RSC, etc. I am responsible for managing a team of 19 professionals that use this solution and others. I've used ServiceNow in the past, but I am not currently using it.

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Latha Nalli - PeerSpot reviewer
Project Manager at a tech services company with 10,001+ employees

We are using Quebec, which is the latest version of ServiceNow. 

We use ServiceNow as an IT asset and business management solution.

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NJ
ServiceNow ITSM/ITOM/SAM/CMDB Technical and Implementation Consultant at Doublelight Technology Limited

We primarily use the solution for IT Operational Management.

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TM
Principal Consultant at a consultancy with 11-50 employees

We use it for ITSM and custom applications for the physical workforce.

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Bruno Pires - PeerSpot reviewer
Business Developer at Axianseu Digital Solutions S.A.

I implement ServiceNow for our customers. I'm a reseller and we are partners of ServiceNow. I'm the company business developer.

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DM
Principal Analyst at a consultancy with 501-1,000 employees

I use it for incident management. For the part of the business I'm in, it is used for end-user incident management. There are other parts of the business where it is also used for customer data collection or customer engagement data collection.

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Dave Koffij - PeerSpot reviewer
Information Technology Architect, Cloud and Security at a tech services company with 51-200 employees

Right now, the primary use case for this solution within my organization is billing. The proposal is to expand our use of the platform to validate privileged requests. 

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RG
Founder and business lead at a tech services company with 11-50 employees

ServiceNow can be used for many different use cases such as:

  • IT service management
  • Managing Assets
  • Development and operations
  • Job processes 
  • Project portfolio management
  • Managing of infrastructures

There are many more modules and HR that I have not yet explored that are available.

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MJ
Sr. Systems Manager at a manufacturing company with 10,001+ employees

We mainly use it for requests and tracking incidents. We are onboarding our HR team, and they are going to start using the HR module in it as well. We also use it for asset management and configuration management. 

We are using the Paris release.

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DW
VP, Service Management at a tech services company with 51-200 employees

We are using ServiceNow for help desk operations.

In our operation center, we are using ServiceNow for request management, incident management, inventory CMDB, and client information.

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SG
Consultant at a consultancy with 11-50 employees

We use it for incident management.

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BS
Head of ITSM and Service Availability at Aon Corporation

We use ServiceNow for our internal IT and end-users. When I first started with it, I was simply a user. I've now started to manage the functionality, as well.

Very soon, we will be upgrading to the Paris version.

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Konstantinos Kourtidis - PeerSpot reviewer
Systems Analyst at a energy/utilities company with 11-50 employees

We use ServiceNow for ITSM onboarding. We are customers and I'm a system analyst. 

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AS
CEO at a tech services company with 11-50 employees

We use this solution for Service Management, iCast Management, and Software Management.

There are several use cases, you can use them in Education and in Health. We are using the latest version, which is called Paris.

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KV
Systems Analyst Field Applications at a energy/utilities company with 1,001-5,000 employees

I mostly use it for change management.

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DiegoSilva Peukert - PeerSpot reviewer
Technical manager at Aoop Cloud Solution

We are a system implementor and ServiceNow is one of the products that we provide to our clients.

I have customers in the banking and retail industries that I manage using ServiceNow. I primarily use the ITOM module and don't use the ITSM features.

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JM
IT Supervisor, (POLARIS) Calendar Management Office at a government with 10,001+ employees

We use ServiceNow for asset management. I manage the IT contracts that are in ServiceNow with the metadata that we have. I'm the associate director for IT contract assets.

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AP
IT Business Analyst at a insurance company with 201-500 employees

I am a customer of ServiceNow. We use the solution for operations and ITSM.

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JW
Information Security & Compliance Specialist at a financial services firm with 1,001-5,000 employees

We use ServiceNow as a ticketing tool that processes and catalogs customer service requests in our organization.

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WK
General Manager - Consulting & AMS at a tech services company with 51-200 employees

ServiceNow can be used for service requests and change management.

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Temitope Alabi - PeerSpot reviewer
SENIOR THIRD PARTY RISK ANALYST / SECURITY CONTROL ASSESSOR at a financial services firm with 51-200 employees

My primary use case of this solution is for tickets.

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Buyer's Guide
ServiceNow
September 2022
Learn what your peers think about ServiceNow. Get advice and tips from experienced pros sharing their opinions. Updated: September 2022.
635,987 professionals have used our research since 2012.