ServiceNow pros and cons

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.

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.

There are lots of modules around IT service management such as IT business management and human resource management (HRC).

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.

If you stick to the out-of-the-box solution, it's an easy setup.

It is easily configurable and has a good developer society online, available for any issues from the backend.

It can scale well if you are managing IT assets.

A workflow automation platform that's reliable, performs well, and has good reporting and integration.

The thing that I like most about it is the easy integration with the CMDB. I'm able to look at the CMDB for applications and develop my assessments and attestations based on the application and point them at that application owner. So, I can really automate the whole thing.

ServiceNow is great. You can download the data into Excel and you can basically create reports. It's very flexible.

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.

The visuals are the one area where there is opportunity for improvement.

They need to be providing vendors and implementation partners with materials and guidance on implementation.

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.

The licensing needs to be divided into tiers in order to attract lower-level users.

Vulnerability management could be improved. Also, integration with tools such as Microsoft Defender ATP needs improvement.

The RPA needs improvement. That's a new area for them that they're just entering into now.

Loads slower than expected, and its user interface needs improvement. Support for this product also needs to improve on their response time.

Its setup is tough. It takes a lot of knowledge and a lot of experience.

Making a mobile version would be helpful.