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ServiceNow pros and cons

Vendor: ServiceNow
4.2 out of 5
Badge Ranked 1
4,906 followers
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ServiceNow Pros review quotes

JR
May 8, 2021
Being able to have the required information for project management is valuable. I've got multiple people accessing it, and I'm tracking tasks with percentages done. It allows me to have detailed notes and provides the ability to attach documents. I have used a lot of project management solutions, and there were gaps in terms of what was available. ServiceNow has got all the features and functionalities. It is a solid solution. It is also easy to get into and use. It is certainly highly scalable.
SH
Nov 21, 2018
Discovery has reduced, on average, the time to build/deploy devices within our environment by one hour. This may not seem like much but it adds up over time. It also reaps additional time savings with its ability to capture changes through subsequent discoveries over the life of the device.
it_user561243 - PeerSpot reviewer
Nov 18, 2018
The most valuable feature is the flexibility of development for customization.
Learn what your peers think about ServiceNow. Get advice and tips from experienced pros sharing their opinions. Updated: September 2024.
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SK
Jun 30, 2021
I really like what they've done with their common service data model because now I can make a connection between the business process and technology.
VT
Sep 15, 2021
There are lots of modules around IT service management such as IT business management and human resource management (HRC).
NP
Jun 6, 2021
It's great for keeping everyone informed in the company - not just IT. Everyone becomes aware of change requests and incidents so the entire company is on the same page.
SD
Mar 4, 2019
In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of it.
GS
Jun 13, 2016
Within our organization, we're not finding really any major issues with scalability and things of that nature.
it_user525477 - PeerSpot reviewer
Nov 25, 2018
HR Case Management and Customer Service Management are two of the key areas which clients are using.
CG
Apr 9, 2021
If you stick to the out-of-the-box solution, it's an easy setup.
 

ServiceNow Cons review quotes

JR
May 8, 2021
The reporting, which also includes dashboards, needs to be improved, and there should also be the ability to turn on and off portions of Project Management. Currently, as soon as you install the new version, you've got to go back there and make all the tweaks. There should be just a configuration file that goes to the new version.  The Project Management module does not leverage the knowledge base the way it should, and there is no built-in ability to get to the articles. Resource management should be easier. It would be amazing if they can make resource management a little bit more graphical. There are other solutions that I've seen where resource management was a more visual experience.
SH
Nov 21, 2018
Where it could be improved is Discovery. This may sound odd since I just praised the value of ServiceNow Discovery, but improvements to its automatic detection, the breadth of devices, and the depth of devices covered, as well as keeping up with new technologies, are all essential.
it_user561243 - PeerSpot reviewer
Nov 18, 2018
We don't have a huge amount of password reset requests, but the minimum package of resets that ServiceNow offers is much more than we need.
Learn what your peers think about ServiceNow. Get advice and tips from experienced pros sharing their opinions. Updated: September 2024.
812,628 professionals have used our research since 2012.
SK
Jun 30, 2021
The visuals are the one area where there is opportunity for improvement.
VT
Sep 15, 2021
They need to be providing vendors and implementation partners with materials and guidance on implementation.
NP
Jun 6, 2021
Once a change request has been created once it's been approved and been submitted, there is no way to go in on that particular change request and submit an additional task.
SD
Mar 4, 2019
For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration.
GS
Jun 13, 2016
We do a lot of relatively advanced stuff for the size that we are, but ServiceNow itself is so big and to some extent, there is a significant amount of complexity that you have, a big learning curve I would say, in order to really get on board.
it_user525477 - PeerSpot reviewer
Nov 25, 2018
HR Service Management is one module that needs a lot of improvement because it's a pretty new module. It was introduced in the last two years. It's becoming more mature day by day, but there is a lot of scope for improvement in that module.
CG
Apr 9, 2021
The licensing needs to be divided into tiers in order to attract lower-level users.