ServiceNow Reviews

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

The flow designer for application development is the most valuable. The newest version of flow designer allows us to develop applications quite fast. We can have custom and mobile applications. It has an interface for mobiles, and it also has a good reputation. 

It should have more artificial intelligence for business and work capabilities.

The community is not so active. There must be initiatives to make the community talk more and share more information.

I have been using this solution for seven years.

It is very stable.

The scalability is very high in the area of the application. You can have even 10,000 users, and there is no problem with scalability.

Their technical support is not so good.

It has a medium difficulty level. It is not straightforward, and you need experience. If you are a beginner, it can be a very big problem. If you are experienced, it should not be a problem. 

It takes a couple of weeks to get it fully going on the platform.

It is very expensive because it is a big organization. You have to pay for additional things.

I would rate ServiceNow an eight out of ten. It is overall a very good solution as compared to other solutions in the market.

IT Service Management

Agile framework is in place

It is very easy to integrate with other legacy systems. It's really easy to replace obligations. Each employee can develop their own workflow. 

With ServiceNow, you can create your own APIs. It's very easy. This was something that I didn't expect from the tool. It's better than I expected. 

It's easy to integrate. For instance, yesterday we closed the integration with SAP for the IP business management module to manage the forecast of projects. We created an interface between ServiceNow and SAP to control projects for accounting and on the forecast of the project. It was really easy. We don't have any problems with ServiceNow at the moment. As a company, they are improving constantly.

All the screens are similar. It's the same platform for everything and you need to familiarize yourself with it. In the past, you used to have one screen per application. Now, you have everything integrated into one. Everybody can manage the same screen and they need to navigate into the same screen as the Internet Explorer with a toolbar with the categories and look for the things you want to see or the models you want to use. 

This is something that is a little different from a traditional way of work in Argentina when you have different applications, and now, in this case, you have it all in one. It's on the same screen with all the models in a toolbar which does impact me. 

It's a new way of seeing things. In the past, you used to have a lot of publications. Now, in this case, you have the ability to have all in one. It's something new for a lot of people, and it's a change. That means we need to adapt to this change. For some people, it will not be easy. 

I have been using ServiceNow for a year. 

It is very stable.

SN has several releases by year. Each release has innovate features, and suitable components for solving previous issues detected or needs from a particular company that can be used for all...

They already have a plan for innovations that are adopting into the application constantly . It's really scalable  is mandatory to change the way or work for the company....The custumer must transform their way of work....they must change it...they need to convert firt their people to adopt Agile framework...SAFe....IT4IT   etc...., not only for tool perspective if not becasuse they need to convert and transform to a digital company. (ART's...Tribes, matrix structures...etc)

I am a consultant with a focus on guiding my clients through those transformation processes. I advise clients on how to use the product in the best way for them. In Argentina, I worked with medium-sized businesses. 

There is first level support that is supposed to be managed by yourself. It is very easy. With the second level support, in some cases we need to talk directly with ServiceNow. They managed the online chat very easily, along with the ticket, the book, the chat, and so on. I would rate their support a nine out of ten.

The initial setup was easy. You can deploy all models together or model by model. You have different ways to work. You need to understand your customer's situations. The data is the most important part.

If you have a problem obtaining the data, the application will not function properly because you will not have all the functionalities at the right level.

The time it takes to deploy depends on the resources and the time you allocate to it, but if you put all the people, it can be done in seven months. 

Before you move forward with this kind of implementation, you need to make a cultural change in the organization to understand that the way you used to work is no longer a valid way to work and you need to work in an integrated way. If you do not adapt your mindset and make a real adoption of new and integrated methods, I would not recommend moving forward with the implementation of these kinds of solutions because it's totally integrated.

In the next release, I would like to see more Spanish options available. 

I would rate ServiceNow a ten out of ten. I remember when was SAP created, it was the number one of the ERPs. ServiceNow will become the new SAP. The evolution of this solution will be constant, will grow continuously, and will be a product that every company would want to have.

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

Last year, there were three steps for installing or uninstalling software when a user asked us to do so. We had to connect to a user's computer and manually install or uninstall the software. By using ServiceNow, when a user opens a ticket or incident, we can automatically run the workflows through the system. The assistant can automatically go to the user's computer and install or uninstall the software.

The Workflow feature is the most valuable.

The Software Asset Management feature can be improved. We would like to see more features for the Software Asset Management functionality. 

Its price can also be better. It is currently more expensive than other solutions.

I have been using this solution for one year.

It is really good. There is no downtime.

It has really good scalability. We have around 1,000 users using ServiceNow.

Their technical support is good. They also have a very good forum and blog through which we can share experiences with other users.

The initial setup was complex. We had to add some consulting services behind the scenes to build up the ServiceNow environment. The deployment took four months.

We used an integrator. They were not so good. They were more like a box mover. They were more interested in selling ServiceNow than providing a professional service.

I am from Brazil. For Latin American markets, ServiceNow is very expensive as compared to other vendors, such as VMware.

We evaluated Serviceaide. We found ServiceNow to be a broad and wide solution. There are more models that we can buy in the future. For example, if I want RPA or artificial intelligence, I can buy it as an upsell or cross-sell.

I would recommend this solution to others. It is a very good product. It is very stable, and there is no downtime. They also provide good services.

I would rate ServiceNow an eight out of ten.

Our primary use case is comprehensive reporting for our business and our regulators.

We began by extending ServiceNow capabilities within IT, which gave us a clear understanding of what we could do with it, and then expanded from there. We had many business processes that ran on legacy systems and spreadsheets. That created unacceptable risk and cost. That means we can focus on core functionality rather than having to build all of the application scaffolding and platform capabilities by ourselves

ServiceNow is the central hub for our data services. It takes in orders from our front-end CRM system and drives end-to-end fulfillment workflows. That starts with entitlements, which is checking whether a customer has all the necessary contracts in place. For example, if we’re providing access to third-party content, does the customer have appropriate contracts with the content vendor?

Then, we use ServiceNow to orchestrate the actual technical fulfillment process. This includes ordering circuits to connect to the customer’s premises and configuring our own backend systems, which ties into our core IT processes on ServiceNow. Once the service is up and running, ServiceNow provides reporting and notifications to support billing and financial forecasting.

ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on. That means we can focus on core functionality rather than having to build all the application scaffolding and platform capabilities by ourselves. That saves us at least 50% on development effort, and because we’ve got a consistent platform framework, we also get a lot of reuse. That makes it easy to consolidate and retire applications built on legacy tools.

For example, Lotus Notes; we can modernize and save costs. In fact, since we started out, we’ve built more than 20 custom ServiceNow apps and our team is still fewer than 10 people, including QA.

Integration capabilities can improve. ServiceNow has a roadmap, however, native integrations in addition to the citizen-developed scopes would be ideal.

The pricing seems confusing, with the integration hub being most confusing.

I believe our firewall rule change request form is a custom form, but it has a serious drawback. If I submit such a request and need to make a correction to it before it is approved, there isn't any way for me to do so. The request has to first be rejected with the creation of a sub-task in order to edit it before it is resubmitted for approval.

We have been using ServiceNow for two years.

Stability-wise, this product is very good.

The scalability is good.

The technical support is very good.

This is a SaaS product. The customization and development of custom apps bit time-consuming.

Our deployment was vendor assisted. It was expensive but good.

I am not in the finance department; however, incident reporting and resolution have been much better.

The setup cost is high compared to others, especially when the scope is not fixed.

We looked at several options and decided that ServiceNow was the best choice. And it was because the rollout was highly successful.

Our primary use cases are for service management, incident, change, problem, asset, and lifecycle. The system was build and integrated to SAP as a backend ERP?CRM system. This made integrations and choices in functionality complicated. However, by replacing Symphony as a rather internal orientated system, ServiceNow gave us the benefit of tight customer integrations by means of the web-based portal, which is a user-friendly interface to use and actually helps speeding up incident handling by improved communication and information sharing.

It gave us professionalized, faster incident turn around times. Improved quality of information shared with our customers. Over time we build an extensive knowledge base that assists in both self-service as in services provided by the servicedesk when handling incidents.

Because we first redesigned our internal and external processes we were able to effectively roll out and implement ServiceNow, sequentially per workflow, and put the lessons learned in earlier implementations to work for us. Overall is has improved service management on CSM.

There is one platform and many solutions. Workflows are well designed and robust. All user screens have the same look and feel, helping to understand the logic of the supported workflows. Integrations to third parties are strong and build on on off the shelve API integrations which makes them quite easy to build. ServiceNow is built on the best practice framework ITIL and helps customers organize their organizations accordingly. Although many trainings need to be completed, this assures a proper knowledge level at the users.

There should be fewer clicks and faster integrations between solutions. Too much information needs to be entered when transferring between solutions. Obvious logic does not always seem to apply when transferring tasks between workflows. Having said this, the availability of these many workflows and solutions on one platform is the strength of ServiceNow. 

New development of new features is not as flexible as one would expect, global adherence to rules and regelations seem to bog down the development and release process.

I have been using ServiceNow for six years. 

It is very stable.

We haven't met the limitations.

Their support is not experienced. 

We did use Symphony which was very internal oriented and needed a step towards our customers. Servicenow provided us the possibility to interface with numerous different customers in different countries as well as third parties. 

The setup was complex due to country dependencies and integrations.

We deployed in-house.

Licensing model ServiceNow is expensive, so monitor actual use.

Yes, TOPdesk and BMC

make sure you prepare your processes and workflow before implementation, choices made at the implementation stage are carried over into your actual work. The tool basically support all imaginable workflows, although this requires a high level of knowledge, customisation and  coding.

We use this solution for Service Management in banking branches.

The main improvement is the integration of several business processes.

The most valuable feature is that this is a Cloud solution.

The MGM version is easier to use.

Transparency in the pricing model needs to be improved.

This solution is our help desk system.

This solution is a single-storage for our user community to submit help desk tickets.

I do not like the user interface.

I would like to see a more streamlined process to assign tickets to support people.

This solution seems stable.

I think that it is scalable, although I think that there is room for improvement.

I thought that the initial setup was complex.

I didn't like the design that was given to us and we had very little say on how we could customize it.

We implemented the solution in-house.

My overall impression is that this solution is slightly above-average. My advice is to make sure that this product meets your needs before you buy it.

I would rate this solution a six out of ten.

One stop shop: All requests for support, new items, changes and anything else can be done in the portal, flexibility of service. Requests can be done directly from the portal.

• Your selected platform, for managing and consolidate ITIL Processes, HR, PPM, CSM, and any new enterprise app you want to build on the platform.
• Set of pre-built ITIL processes as well as a platform that can be used to build a variety of custom business applications.
• The process flexibility - it's very easy to customize and build off of.
• Easy to integrate with third-party applications.
• Customized Dashboard as per user requirement.

It's missing monitoring capabilities.

Stability is assured by the vendor. No issues found so far.

Easily scalable as the vendor assumes availability at all times.

Quick, friendly, and efficiently responsive customer support.

Compared to other ITSM platforms, ServiceNow is by far the most agile, robust, and scalable platform.

It was very straightforward and to the point, since it's very intuitive and easy to deploy.

The license model is based on a number of fulfillers (active users who play some role within the ServiceNow functionality). Therefore, you can serve as many end-users as you want, without additional costs.

Integrations: ServiceNow is an open platform that come with out of the box integrations API, but if you really want a deep business process integrations of ServiceNow with JIRA, Salesforce, Microfocus, BMC and others, we recommend https://www.zigiwave.com  read more in the blog post here: https://zigiwave.com/how-to-integrate-jira-servicenow-in-less-than-2-minutes/