ServiceNow Reviews

I primarily use ServiceNow for client development. We have specific clients, and we offer consultation for them. Our tool also handles project management.

For our work, ServiceNow's service catalogs and SDK integrations are the most valuable features. It offers integrations like the mid server integration and others. ServiceNow provides a wide range of functionality, covering all the necessary modules, unlike Jira which is primarily for IT.

There are sometimes challenges with the portal being a bit confusing for new users. The implementation of the portal and workspaces is quite different, and improvements in this area would be beneficial.

I have been using ServiceNow for around two and a half years.

ServiceNow is stable enough. They provide good solutions if there are any issues.

We haven't faced any scalability issues. ServiceNow is scalable and meets our needs.

The tech support is good. I have contacted them four to five times over the past two years, and they have been quite helpful.

Neutral

I have only used ServiceNow solutions. I did not evaluate any other solutions before using ServiceNow.

The initial setup depends on the complexity of the project. It can take two to three months or even up to two years, based on the project's requirements. I would rate it seven point five out of ten for ease of setup.

The return on investment is good when implementing for ourselves and for other clients. The ROI for projects is favorable.

The pricing depends on the complexity. If only using modules like in Jira, ServiceNow can be more expensive, but it offers more functionality. ServiceNow's pricing can be justified if more functionality is required.

I recommend considering the functionality and user-friendliness before deciding on its implementation. 

I rate ServiceNow eight out of ten.

I worked for four to six months with ServiceNow, and then I left it and am generally using more GenAI open-source platforms now.

It was just for one or a few projects that I implemented ServiceNow.

I mainly used it for the development of some no-code platform, but it was very limited usage, after which I moved on.

I didn't do any sort of incident management.

I used it for some sort of analytics to help overcome challenges and check what was wrong if something was wrong.

It did help me see some benefits from using it.

In terms of time, it helped me save time.

It would be more than 30% in time savings.

There were less man-hours in terms of automation capabilities. It helped me with faster service delivery times.

It was faster to develop with ServiceNow.

ServiceNow's customization is not too agile in those cases; it takes a little bit of time.

They should integrate open-source LLM tools and make it a further low-code, no-code build with GenAI. I'm not sure if it is there, but if they can make it a no-code, low-code with GenAI, that would be much better.

I worked for four to six months with ServiceNow, and then I left it and am generally using more GenAI open-source platforms now.

It was easy for me to initially set up this tool.

It took approximately a couple of days to set up ServiceNow.

There were no downtimes, and I never had any sort of technical errors or stability falls.

Regarding scalability, I didn't feel that at any point this tool was not scalable enough or that I had to increase my usage.

I didn't need to contact the technical support of ServiceNow.

Neutral

I didn't actually choose ServiceNow over something else on the market because this came recommended heavily by our CTO.

It was easy for me to initially set up this tool.

It took approximately a couple of days to set up ServiceNow.

I am using some of the no-code, low-code platforms which are more GenAI, such as L-Leverage and others when comparing ServiceNow to something else that I'm working with.

I can't remember any noticeable difference in features or performance when comparing those tools to ServiceNow.

ServiceNow was really good back then, but now there are many other tools which are working better if it was my choice.

I already gave feedback about ServiceNow some time back.

It was more Orchestration, but it was two or three years back.

On a scale from one to ten, I rate ServiceNow a six out of ten.

I use the solution to collect data to build KPIs. We promote and foster the usage of workflows in the company.

We use the data to compare and review situations, propose improvements, and promote action items.

SPM and ITSM features are the most helpful.

The product’s standard user experience is not the best. To make it work, we have to do a lot of customization. The UX could be improved.

I have been using the solution for five years.

The tool is pretty much stable. We don’t see many bugs in the tool. I rate the stability an eight out of ten.

We have around 1000 users in our organization. The tool is scalable.

The solution is cloud-based. When we have a new release coming up, we have a few weeks of preparation. We don't have a straightforward test campaign.

I have also used BMC Remedy.

As much as possible, we use the out-of-the-box features. We do very few customizations. We follow the schedule to refresh the versions when they come up. As an end-user, I am not happy with the scalability. We have to wait a long time to buy more capacity. It is not an issue with the tool. Our team must manage it better. ServiceNow is a powerful tool. As long as we have enough users, it works. Overall, I rate the tool an eight out of ten.

We use it for IT Service Automation, specifically for managing requests, network management, knowledge base management, problem resolution, and change control processes.

ServiceNow has enhanced the efficiency of our IT service management procedures. Currently, we utilize it to streamline request handling and centralize all requests within the ServiceNow platform. Additionally, we're exploring integration with Microsoft's pilot program, which will soon feature bots seamlessly linked with ServiceNow. We aim to consolidate all channels onto one platform, ensuring a streamlined process for all involved.

ServiceNow facilitates our incident response and resolution workflows, meeting nearly all of our requirements and KPIs.

We use ServiceNow's integration with the MDB, linking it with the MC for discovery decisions. Our database management is handled within ServiceNow.

Our integration of ServiceNow with existing systems and tools is progressing smoothly, primarily facilitated by APIs.

One of the advantages lies in the implementation of the ITIL process, which becomes more scalable and readily integrated within ServiceNow. With predefined processes, the transition is seamless and ensures efficiency moving forward.

It offers ready-built automation and simpler configuration for workflows.

Some features within ServiceNow have negatively impacted productivity, particularly in managing the entire process. Transitioning from Jira to ServiceNow has proven challenging for end users, as requests now involve multiple tasks, IBM numbers, and request numbers, which can be confusing. The ticketing system is also complex, causing confusion among teams and complicating reporting. Regarding incident management, while the process remains similar, end-user feedback indicates an overwhelming amount of unnecessary information, leading to confusion.

There is a need to enhance ticket details visibility on the portal, such as displaying SLA information, which currently requires development effort. Additionally, there's a need for line manager approvals, especially for requests like license procurement, which is currently managed via teammates. Developing a feature specifically for approvals could alleviate the need for additional licenses. There are challenges with SLA reporting due to SLAs being configured as tasks. This leads to difficulties in accurately reporting SLA compliance, as one ticket may have multiple SLAs. Addressing this issue would improve reporting accuracy.

I have been working with it for six months now.

The current setup is stable, yet there's a pressing need for continual enhancement in processes and procedures.

We are currently in the testing phase, so it's premature to conclude within just six or five months. While the capabilities are present, it may take more time to ascertain whether the system is fully functional and reliable. We have approximately seven thousand users, and the deployment spans across seventeen countries.

The technical support team consistently provides accurate responses to my inquiries, whereas the developer sometimes attempts to evade the support team's answers. In certain scenarios, I've received resolutions directly from the support team while the partner tries to manipulate the situation. I've maintained direct contact with the support team, who are proactive in providing solutions. Even when they don't have an immediate answer, they make an effort to provide guidance through articles, videos, and other resources. I would rate them nine out of ten.

Positive

I find little distinction between Jira and ServiceNow in terms of management data, as we initially opted for the standard license, which didn't impose limitations compared to Jira's standard license.

During the initial setup, I faced significant challenges with our partner developers as they struggled to grasp our requirements and insisted on their preferred approach rather than following our needs. Despite encountering difficulties during the development phase, we ultimately achieved our desired outcome. However, I believe that collaborating with different partners may have yielded better results.

The deployment, initially scheduled for six months, ended up taking approximately a year. Around three developers were in charge of it, who also handled maintenance tasks. Despite facing delays, we continued working with the same partner due to our familiarity with the environment.

We haven't seen a return on investment so far. However, there's potential for improved ROI as we develop, enhance, or onboard additional departments, which may lead to better outcomes.

The licensing expenses are excessively high. To illustrate, consider Jira, a platform we've utilized for ten years. Under a standard license model, we have been paying five times the cost compared to Jira, despite having an equivalent number of licenses.

The product itself is satisfactory, offering all the necessary features and functionalities. However, the quality of the outcome heavily relies on the competence and dedication of the developers. Without continuous oversight and intervention, the result may vary from excellent to subpar. Therefore, the success largely hinges on the capabilities and commitment of the developers or partners involved. Overall, I would rate it eight out of ten.

We began by providing internal and customer advisory services, focusing on ITSM. We replaced products from IBM, HPE, and BMC, migrating customers to the ServiceNow ITSM platform. In some cases, we also transitioned customers to ITOM after stabilizing the ITSM product. This initiative started around 2015 and continued into 2016 and 2017,

ServiceNow has been implemented to streamline team workflows across different departments in our company. Users, including traveling leaders, were able to approve requests and authorize additional rights through the mobile platform. 

Subsequently, we integrated HR, cybersecurity, and other teams into the workflow for employee onboarding and offboarding. The system proved particularly beneficial for managing employee movements between projects and departments. 

In incident and problem management, we find ServiceNow's ISO compliance features to be highly valuable. The system manages the entire process, ensuring compliance with ITSM standards, and providing a complete audit trail that is useful for auditors and certifying authorities. Another significant benefit is the integration capabilities of ServiceNow's IT workflows.

ServiceNow's ease of use allowed us to establish numerous shared services. Various critical transactions, as well as routine service requests and queries, were migrated to the shared ServiceNow platform. This transition freed up resources in HR, finance, procurement, and IT administration, enabling our staff to focus on more meaningful tasks.

The tool's ITOM products are useful. 

The challenge with ServiceNow lies in its expansive portfolio of services. It can be complex, and users may find it expensive and challenging to understand. There is a need for a configurator within ServiceNow that guides users on how to utilize the tool effectively. This configurator should provide insights into licensing, team requirements, and the best licensing model based on whether companies prefer ownership or consumption-based models.

ServiceNow has been deployed in both on-premises and cloud environments. However, the cost of using ServiceNow, especially for IT Operations Management is high. This expense has led customers to explore alternatives such as Freshdesk or other products in the market.

I have been using the product for ten years. 

I rate the tool's stability an eight out of ten. One challenge with ServiceNow is occasional failures and availability issues, although they are rare. In case of critical operations being impacted, there is no recall available.

I rate the solution's scalability a nine out of ten. 

The tool needs to improve its documentation and the providers need to stay updated with all the offerings. The certification process of service providers should be reviewed as not all of them are up to date with ServiceNow offerings.

Neutral

I rate the product's deployment a six out of ten. Its deployment depends on factors such as the customer's existing backend setup and the organization of their data. For a fresh implementation, it can be fast and straightforward. However, if data migration and the creation of custom workflows and integrations are involved, it can take longer.

I rate the solution's pricing a six out of ten. The pricing for ServiceNow is based on a SaaS platform with annual contracts. However, it may not offer much flexibility for adjusting usage in the short term.

The solution is suitable for enterprises. It is not advisable for small and medium businesses. The tool comes with a developer's toolkit which offers integration possibilities. It goes beyond traditional IT functions, becoming a business solution used across various departments. With its development capabilities, ServiceNow facilitates applications in core functional areas, such as operations.

ServiceNow is good for many types of business needs and is better than older products. However, it faces tough competition from newer platforms. ServiceNow keeps getting better with new features, but its value may change. Automation is easier now, and people who use it are more familiar with technology.

I rate the overall product a seven out of ten. 

The most valuable features of the solution are the ease of use and the sensor for ticketing systems. In terms of the reports generated out of the metrics, specifically operational metrics, along with the dashboard, are very good in ServiceNow.

From an HR standpoint, if users can have a very integrated onboarding or offboarding process between ServiceNow and Workday, then it can give a very good employee experience.

I have been using ServiceNow for four years. I am a customer of ServiceNow.

I have had no issues with the tool breaking down or bugs. Stability-wise, I rate the solution an eight out of ten.

I had no issues using the tool's scalability feature. Scalability-wise, I rate the solution an eight out of ten.

In our company, we have formed an in-house ServiceNow support team to help us.

I have no experience with other solutions before ServiceNow.

The product's initial setup phase is a bit technical in nature.

The solution is deployed on the cloud.

The solution can be deployed in six to twelve months.

My company has a dependency on ServiceNow partners who can be part of the implementation process.

To those who plan to use ServiceNow, I would say that it is always good to use the system for case management. ServiceNow is a platform that allows a company's customers, including the employees and stakeholders, to connect with the services revolving around HR or digital technology.

I rate the overall tool an eight out of ten.

We use it for HR, IT, finance, and many other processes. A lot is automated with ServiceNow.

We use automation, SCMBB, incident management, problem management, change management, VM access management, and more.

There is room for improvement in price. 

I have been using it for more than five years now. 

It is highly stable solution. 

The scalability is low. There are around a thousand end users using this solution. I used it daily.  It's core to our operations.

We always get good support.

Positive

We used an internal, self-coded solution. We needed more features and functions, like CDP and other integrated solutions for broader support.

I would rate my experience with the initial setup a six out of ten, with ten being easy. Not super easy, but not super difficult either.

Overall, deployment took us a few days. It's still ongoing as we integrate with internal systems, but the core setup was quick.

It directly connects to our main database for authorization and asset storage. It's also part of our ERP system and connects to various management systems. We have a lot of systems that connect to ServiceNow.

We always use an integrator. Around five engineers from the integrator. 

Two or three engineers manage it.

I would rate the pricing a six out of ten, with ten being expensive. 

It's the best for me. I would rate the solution a ten out of ten. 

We use the product as an incident management tool and receive alerts via email. 

In my experience, ServiceNow's most valuable feature is its flexibility. If you have a DevOps or development team, you can customize it to meet your specific needs. The tool's dashboard categorizes incidents, making managing it much easier.

The installation and deployment of ServiceNow can be a bit challenging. One major issue I've encountered is that ServiceNow doesn't provide the same mobile responsiveness or features that we used to enjoy with other tools. For example, with Splunk, our response times were about five minutes, and we could manage alerts and incidents directly from our mobile devices.

Our development team has been trying to implement similar functionalities in ServiceNow for the past three to four months, but so far, these features have not been successfully integrated. Splunk even provides a wireless call feature from the mobile. 

I have been using the product for three years. 

The tool is scalable. My company has 80 users. 

We haven't contacted the technical support team yet. 

The solution is expensive. 

If you're starting with ServiceNow, you don't need to worry too much about documentation or complex setups at the beginner level; it's not overly difficult. I'd advise you to start exploring it. Focus on customizing your homepage to suit your needs using ServiceNow's filters. For instance, if your homepage currently displays twenty fields, you can adjust the filters to show only the five to ten fields most important to you.

I rate it a nine out of ten.