ServiceNow Reviews

My primary use case of this solution is for tickets.

ServiceNow has helped us a lot because it helps us track our tickets, and rather than having to take notes of changes and updates, we can access all the information with a TP number.

An area for improvement would be the accessibility of downloaded and compressed files.

There are no issues with stability that I know of.

I found the initial setup to be straightforward, and it should be relatively easy for anyone to navigate it with a little help.

ServiceNow is close to perfect, it delivers exactly what is needed in terms of keeping track of information in our records. I would give it a score of eight out of ten.

We primarily use the solution for IT Operational Management.

Everything about the schema, including the design of ServiceNow, is great. 

It's scalable. That's what attracts me most. 

You can configure it to fit your client's requirements. You can extend your functionalities, and then the workflow.

The stability is very good.

It's moving at a very fast pace. It is difficult for developers or engineers to keep up with it. That's the only issue. 

For the customer it's expensive. 

I've been using the solution for seven years or so. It's been a while. 

The stability is great. There are no bugs or glitches. It doesn't crash or freeze. 

The solution is scalable. It's easy to expand if you need to. You can use it no matter the size of your organization - from small to large. 

We haven't had any issues with technical support. We are satisfied with the level of service on offer. 

The initial setup is excellent. There are no issues dealing with the implementation.

It's very expensive, and if care is not taken, competitions can quickly come and take over the space by offering better pricing.

We use both cloud and on-premises deployments. 

I'd rate the solution at a ten out of ten. They're doing what you need to do. They provide a roadmap, which is good.

ServiceNow can be used for service requests and change management.

ServiceNow is easy to use.

I have been using ServiceNow for approximately five years.

The solution could improve by being more stable.

The support of ServiceNow is good.

The time it takes for the implementation depends on the customer requirements. Sometimes it will take longer. The out of the box configuration is easy and simple.

We have five developers that do the implementation of the solution. 

There is an annual subscription to use this solution.

I would recommend this solution to others.

I rate ServiceNow a nine out of ten.

Your time-to-market, or TTM, becomes faster when you use ServiceNow. Even individuals that are not tech-savvy can quickly change processes and workflows in it. This can make the organization as a whole more agile. 

ServiceNow's mobile app should be seamless and it is not right now. Whatever I'm able to do through a laptop or a browser, I should be able to do via mobile. That would be a big advantage. 

I have been using ServiceNow for more than a decade. 

ServiceNow was designed entirely on the cloud from scratch and its competitors like HP and BMC are trying to catch up to it now. It has a beautiful interface and a single system of record. 

If you are just starting to use it now, take baby steps first. Then, when you understand how it can fit into and benefit your business, implement bigger changes. 

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

There are many expansions available.

The solution could improve by making the CMDB integrate with a CI better to allow it to be seen across multiple platforms. Additionally, an option to easily make tickets private or not generally visible. ServiceNow has to set up the individual tickets and there is not an easy way for us to do it ourselves.

There are integrations we can do that requires outside people to help us expand, such as business continuity and other areas. It can be complicated to expand the solution which could be made easier.

I have been using ServiceNow for approximately five years. 

The solution is scalable.

I rate ServiceNow a seven out of ten.

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

The solution helps us to collaborate and it's great that it is knowledge-based. We make knowledge-based, easy-to-find information, and you can use the flows in ServiceNow. Those are the most useful features.

Performance could definitely be improved. There may be features I'd like to have that are not activated because of our licensing agreement. I would like to have the ability to access a Gantt chart.

I've been using this solution for five years. 

The solution is stable.

It's quite scalable, we have around 300 basic or IT users which is pretty much everyone in the company. 

Technical support responds very quickly and if there's an emergency, they'll give us a call. 

The initial setup was quite straightforward. We deployed internally with some assistance from ServiceNow who carry out the maintenance. 

This is a very speedy solution so I rate it nine out of 10 on that basis. 

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).

We can now transform operations from excel spreadsheets and emails to a central system of record/truth. ServiceNow can either replace or integrate with a prospect/customer's existing solutions - especially if such integrations are common.

ServiceNow ensures a customer's investment by having 2 releases per year.  Prospect/customers considering implementing or expanding its ServiceNow investment should enlist the help of ServiceNow partners to support their effort throughout their journey.

ServiceNow is an industry leader in multiple areas and provides an excellent ROI. 

The platform (PaaS) is a low-code/no-code platform on a secure Infrastructure as a Service (IaaS - Government Cloud Computing environment (GCC)), with a single data model and a single system of record. Its applications (SaaS) can easily be extended with workflows and other built-in APIs together with the ServiceNow Integration Hub and other applications available on the ServiceNow Store. The platform is very flexible and built to be integrated.  

ServiceNow is an industry leader in multiple areas and provides an excellent ROI.

I have no further information to add to this, however, there is much more information offered by Forester, Gartner, and ServiceNow to augment this input.  

We are a ServiceNow partner, as well as Salesforce and other cloud-based IaaS, SaaS, and PaaS transformative solutions, and have been for over 10 years. Often, we are engaged with our customers for years, helping to build roadmaps that allow them to expand their solutions over time because resources are limited and organizational change management takes time.

Like all other IaaS, PaaS, and SaaS subscription cloud providers, ServiceNow is constantly improving by building new capabilities to expand the breadth and depth of its offerings while increasing its activities with partners to build more capabilities. As ServiceNow and its partners/customers expand the capabilities, I see new vertical applications being created (currently underway for TELCO and other industries). Stay tuned for more updates that not only provide new capabilities but also enhance existing ones.

I've been implementing ServiceNow for over 5 years for various clients.

The solution has excellent stability and we're working with a client that has one of the largest implementations of ITSM and SecOps in the world.

The solution offers excellent scalability. For example, currently, we are working with a client that has one of the largest implementations of ITSM and SecOps in the world.

The product offers excellent support.

Yes, the process is straightforward, but using an experienced services firm is best - especially if implementing the product for the first time.

CoreSphere, LLC - CSAT scores are published on the ServiceNow partner page. Other are reviews completed in the US Federal government's Contractor Performance Assessment Reporting System (CPARs).

The ROI a company can get depends on the customer and the investment.

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.

You can scale the solution.

The product has very good stability.

It could be easier to use. It's a bit complicated and the user experience isn't exactly easy.

It's too complicated and there are too many options. 

I've been using the solution for two or three years or so. 

In my experience, the solution is very stable. There are no bugs or glitches. It doesn't crash or freeze. I find it to be reliable. 

It's my understanding that the solution scales well.

We have about 100 users on the solution currently.

I've never used technical support in the past. There never was a need to reach out. I can't speak to how helpful or responsive they are, however, as I have no direct experience with them.

I also have experience with Jira.

I didn't really get involved in the initial installation. It's my understanding that there really isn't one. In my experience, there's just a simple link that you click on and you're all set.

I don't have any information about the licensing process or costs. It's not an aspect of the solution I deal with. I'm not in charge of it.

I've compared this solution to Jira in the past and I find them both to be complex in terms of the user experience. 

That said, I haven't evaluated anything to replace this product at this company. 

I'm not sure if we're using an on-premises or cloud deployment. 

I'm not sure which version of the solution we're using. 

At this point, I'm not sure if I would recommend the solution at I don't have enough personal experience with it.

I'd rate the solution at a six out of ten. 

The solution has the same drawback as that of the DMC remedy. The capital expenditure neeed to get the tool up and running is extensive. 

We are in the process of moving to a cloud-based solution. This and the issue of the solution's pricing should be addressed. 

The stability is good and has been improving over the years. 

I do not have experience with OME support and, therefore, cannot comment on it. The skill-set exists for supplying local support. Locally, inter-office, we have skills. There are those partners who invested in training people. I feel that the technical support has been improving over the years. 

I prefer the installation and configuration of ServiceNow to that of the competition. 

Getting the solution up and running is expensive.

I prefer ServiceNow to the competition because of its ease of use, installation and configuration. 

I rate ServiceNow as a six out of ten. 

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

I've found a lot of pros with ServiceNow. The user interface and the feasibility to modify the GUI are great features.

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

On the front end, we have good workflow management, ease of work, and ease of business. It helps us to translate the business requirements and technical requirements in an easier manner.

One of the best things is the reporting; I like how you can manage the data and present it.

ServiceNow is also stable and scalable, and has good technical support.

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

The price is on the higher end.

I've been using it for four years.

In the last four years, we might have had an outage, but the stability is very good. Since it's cloud-based, we don't see many performance issues.

Scalability wise, we added one more module for the vulnerability response, and we have not faced any issues.

We are happy with where we are, but we are adding on a few things. Whenever there's a new requirement that comes up, we plan to move away from the manual work, and we try to do everything in ServiceNow.

We have two types of users: the idea user who actually works on the solution and the requester who raises the request. In total, the end users that have access to raise the tickets are around 13,000 plus, and those who actually work on the solution, designing, working on the tickets, etc., are in total around 300 plus.

The technical support is good. They're responsive, and they keep a tab on whatever issues we are facing. They have a dedicated team that handles them and even a dedicated portal where you can raise tickets and flag them.

I was using Remedy and HP Service Manager. We switched because of ServiceNow's scalability, stability, and the user interface. I believe that the business mindset of whoever created or expanded ServiceNow was to make sure that we have a good developer community with an open system for people to understand and expand their knowledge, a better UI, and better workflow management, which I did not see in Remedy. 

Remedy has a lot of constraints; the integration and referencing had issues. ServiceNow has an option of referencing many tables in one form, but that was not available in Remedy. Also, Remedy was not that scalable.

We needed a person to have good technical knowledge to consider the system, but with ServiceNow, you don't need technical knowledge; they have made everything UI. So, that's a good thing.

The cost might be on the higher side, but the services were better, so we chose ServiceNow.

The initial setup was straightforward. They have out of the box solutions readily available, so if you're just going by the out of the box configuration, it might take a few months. Maybe a 12 week period is good enough to get it up and running.

We got the ServiceNow vendor team to help us with the initial setup.

Overall, I have seen a substantial ROI when it comes to reporting: a faster response and also the assignment of tickets. If you have to talk to your leadership and tell them what the status of a particular project is, you can create your own dashboards, which will give them a glimpse of everything in one go. They won't have to talk to you every time; they can just open it up.

The second ROI is that you don't have to log into ServiceNow every time; you can integrate ServiceNow with teams, Microsoft teams, or any other tool, and you will get the notifications over there itself. It saves a lot of time from that perspective.

The licensing is on a yearly basis. The pricing is on the high side, but if you look at the stability and option to work, it's kind of justified.

When you buy the license, it also comes with the yearly tech support. So, you don't have any additional costs per se.

We moved away from HPSM to ServiceNow, and we evaluated Remedy.

They have a lot of libraries available online. If you are planning to implement ServiceNow, you should first compare your current system with the online free developer instance from ServiceNow, which has all the features that are present in the licensed versions.

I would suggest that you see if the added business is supported in ServiceNow so that when you implement the system, you can raise these special issues with the consultants.

You should go ahead and create your own instances and see whether the system is working as expected and whether it suits your requirements. When you're implementing, make sure that you implement everything and don't leave parts for your own team to handle. Get everything done by the vendor in the first go.

On a scale from one to ten, I would rate ServiceNow at ten.