ServiceNow Reviews

My main use case for ServiceNow includes ITSM and ServiceNow App Engine, and then we use ITBM, strategic portfolio management, as well as ITOM Discovery and Customer Service Management. These are the main modules that I work with.

One specific example of how I use ServiceNow day-to-day with those modules is that ServiceNow App Engine is a platform where we can build custom applications end-to-end. We built one application where we take the input from the user via email, with the IMAP setup reading it into Excel in ServiceNow. We send the data provided by the user for validation in ServiceNow, and if duplicates are found in the ServiceNow database, those records fail. Otherwise, the passed records go to middleware, and from there, it goes to P20, with the ultimate goal of creating the invoice in SAP automatically based on the user input provided.

The best features ServiceNow offers mainly revolve around having a smooth workflow tool that integrates with other platforms, leading to its reputation as a platform of platforms. It is easy for different personas to come into various places in the workflow, ensuring the goal is to meet stipulated tasks within timelines and SLAs, which can be configured within the platform. The inbuilt SLAs allow for total configuration, and the end-to-end workflow gets accomplished. Another standout feature is the recent introduction of the AI control tower, which will significantly shape the future of AI, positioning ServiceNow as one of the front-runners in this area.

One standout aspect I appreciate is the seamless approvals flow in ServiceNow. Users can approve requests via email, mobile, or desktop, providing flexibility regardless of how a request is raised. The modified UI for agents, with workspaces and UI Builders, offers a significantly better interface as well.

The positive impact of ServiceNow on my organization began with ITSM as the core component. Initially, we started there, but we later realized the potential of low-code, no-code solutions, allowing us to build custom applications with the App Engine and utilizing modules such as Customer Service Management. We even acquired a new instance specifically to serve custom needs for our customers using the CSM module, which is definitely helping the organization effectively.

ServiceNow can be improved primarily in terms of licensing. When discussing with customers, we notice competition such as Microsoft Power Apps offering lower prices, despite not being as platform-oriented. Given ServiceNow's pricing approach, we face a challenge, as each module requires separate payment, leading to overall high costs, especially as the number of modules increases. If there were potential concessions in pricing, it would definitely help organizations gain more use cases from ServiceNow.

The pricing and licensing model for ServiceNow is quite complex. For example, with the App Engine, even if we can create many application tables, tracking costs across different business units is challenging, as it is not a one-organization setup. We struggle with distinguishing costs when users are part of multiple applications, complicating financial management. However, the new subscription management feature in the Washington release offers helpful tracking of user licenses and transaction consumption, which is beneficial for monitoring.

I have been using the solution for thirteen years.

ServiceNow is stable.

ServiceNow's scalability is good, as the configurations we apply accommodate constant changes. We can define custom tables and utilize script-type fields to handle dynamic requirements for new setups with minimal customization.

Customer support is generally prompt; they typically respond quickly to tickets. While there are occasional delays with specific tickets, overall, I find customer support to be quite good.

We did not use a different solution prior to ServiceNow; we relied on manual processes and RPA bots for invoice creation. The previous management of this was handled by a partner, but now we have integrated the solution within our organizational structure, providing better management.

We definitely see a return on investment, particularly regarding time saved. With automation, we have succeeded in moving invoices to customers much faster than before, where previously it took five to ten days from creation to dispatch. Now, thanks to ServiceNow's end-to-end automation, we save five to ten days of cycle time for each invoice.

We did not explore many alternative options, mainly validating ServiceNow from a workflow perspective due to concerns about UI.

My advice for others considering ServiceNow is to assess their needs for multiple workflow applications. If your organization requires several applications, I recommend viewing ServiceNow as a unified platform where you can certainly see the ROI. With the App Engine, a single license can cover multiple applications, allowing users to fulfill roles across projects, leading to increased efficiency and ROI.

ServiceNow's integrations are significant for my team as we have Integration Hub, and for custom integrations, we create scripted REST APIs for inbound connections and REST messages for outbound connections, making it easy to connect to any system with web service REST API support. In the past, we used SOAP, but now we focus on REST. We connect with third-party REST APIs, and for inbound requests needing extensive coding, we utilize scripted REST APIs. Otherwise, we use our import set APIs with staging table data retrieval, updating the target table based on transform maps. Regarding AI, we use Now Assist for ITSM and Now Assist for Creator; the Build Agent for Creator is a game changer, allowing coding with cursors outside the platform while syncing back, and enabling the building of global and scoped applications, which is very helpful.

One of the main outcomes from using ServiceNow is the integration mentioned earlier. We created an application for generating invoices in SAP where users wish to verify what they sent, as they cannot log in daily to see the data they provided and the invoice created. ServiceNow UI provides a more user-friendly solution, particularly for attachments required by customers, which prompted the need for this solution. I rate customer service at a level of three.

My main use case for ServiceNow is whenever my work starts, we have a scrum call, and in that scrum call, we generally open the ServiceNow dashboard to check the number of incidents and number of PRBs that are present. We use ServiceNow to track incidents or resolve most of the tickets that were raised by the user and find out the root cause and provide proper analysis. If anything requires a code change, we let the user know and convert that to a PRB and work on it while applying a patch on it.

ServiceNow helps me track and resolve incidents effectively. For instance, recently, we received a ticket where a person was creating an online claim through an online claim submission portal, but when he was creating it, he did not give an appraisal name, even though an appraisal role was created when that claim was created. That is not a procedural logic that we had written. The user raised an incident stating that the logic was created even though he did not mention the appraisal name. When we checked our integration flow, I found out that it was flowing through Evas' integration flow where if collision coverage was not there, then Evas' integration flow would automatically assign an appraisal name. If an appraisal name is there, then an appraisal is getting created. There is no condition to stop. I told this to the user and then the user agreed and we closed the ticket. ServiceNow allows us to talk with the user, and if anything comes up, we reach out to him via Teams or drop a mail or drop a message in ServiceNow while tagging his name.

There are many things that ServiceNow helps us with. When the morning scrum call starts for us, we check the status of that incident, whether it is assigned or it is on hold waiting for the user or on hold waiting for change, depending on the requirement, and decide what and who should handle which incident so that we can reduce the incident count by the end of the day. I have covered everything that we use ServiceNow for in my main use case and how ServiceNow fits into my daily workflow.

The best feature ServiceNow offers is knowing the status of the incident because whenever we do not really need to go inside that incident and check the messages to identify where we are if we are stopping the work midway and starting that work on that incident on the next day. Knowing the status of that incident is really good. Another interesting feature is if an incident is resolved and we close the ticket, it moves away from our dashboard, which allows the user to reopen the ticket if they think that it is not correct and they want to check more into it. Reopening is what I find very helpful for the users so that they do not have to create new incidents or new tickets; they could just continue with the existing ones. It saves us a lot of time just looking at the dashboard.

The dashboard helps me save time because when we have any call or meeting, most of the delivery leads open up our dashboards and check how many incidents are there, give us target incidents, and make sure that if it is more than the target incident, they ask the reason. Finding out the root cause is very easy because if there are multiple incidents with the same cause, we close the incidents and track them under the parent incident. ServiceNow helps us, and it helps the leads as well to check the status of an employee, such as if every team member is working properly or not because we assign it on their name. We know who is working on which incident today and how many incidents a person has closed. It saves us a lot of time when we are doing this.

Since using ServiceNow, our team efficiency and productivity have increased a lot because we have an evening production support standup call where we tell how many incidents each person has solved, which makes it very easy for the leads to check what the person has done throughout the day in my team. Our efficiency has increased.

On average, if we get fifteen or twenty incidents today and we have four team members, we divide it among ourselves and assign each incident to our name. As soon as it is assigned, the workflow starts, and each person works on their individual task rather than working on another. Without ServiceNow, it might be that two developers are working on the same incident, but they might not know that the other person is working. ServiceNow helps us by assigning to that particular developer's name, so that conflicts do not happen between team members. We save a lot of time by making the developers focus on their related tasks and incidents.

I wish ServiceNow already provides us with a visualization format, but that visualization format is not that well developed; its display quality is a little less compared to what its competitors offer in the market, and the pricing and setup cost are also a little expensive compared to its competitors in the market. I wish it was a little cheaper.

I wish that when the incident is resolved, and if the user does not know how to reopen the incident, whenever they try to message in that closed incident, we would not know because that would have moved from our dashboard. I wish there is some kind of feature where it would ask the user if they want to type a comment in that closed incident. It should ask whether they want to reopen or not. That pop-up feature would be really good because it helps the closed incident to reopen and come back to us rather than them creating another incident.

Everything is really good, but I believe ServiceNow should improve the pricing. If they are costing that much, they should not have any server crashes because we occasionally face server kind of issues when we are moving from one environment to another. Server crashes are expected, but we face server crashes, and the price itself is a little high.

I have been using ServiceNow for over a year.

I occasionally face server downtime issues where I cannot open the dashboard itself, so we often contact customer support.

ServiceNow is very scalable because whenever we get an influx in the number of incidents, it takes it in properly and we are able to sort out. It is able to take in most of the input from the user, so ServiceNow is scalable based on our growing demands.

The customer support from ServiceNow is helpful and responsive; we reach out to customer support often many times, and they are pretty responsive. They even showed us the documentation that they have initially provided so that any of the minor issues that we face could be solved instead of always calling them.

I did not previously use a different solution before ServiceNow; from the start, we were using ServiceNow itself, so we did not really use any other product.

My experience with pricing, setup cost, and licensing is that everything was pretty much smooth because my manager has another management team where they deal with the pricing and licensing, setup costs, and everything. Everything was pretty smooth; we never really faced any sort of issues apart from it being expensive.

ServiceNow offers a great return on investment because it saves us a lot of time and increases the efficiency of team members to complete their tickets and work on the PRBs to solve the root cause. Additionally, we can also identify employee activity from ServiceNow, depending on how many incidents they are trying to solve, which saves a lot of time.

Before choosing ServiceNow, my team did not evaluate other options because we knew that this was a good product and it was best in the field, so we proceeded directly with it instead of wasting time searching for it. We went through proper reviews based on other projects' perspectives and moved ahead with this.

My advice to others looking into using ServiceNow is that if a project or if a project member or any person is trying to solve user issues, you should go with ServiceNow because it is an interactive dashboard that a user can understand easily. It also provides proper, meaningful visualizations so that you would know the status of many incidents, how far in the past month, and how many you resolved. This is the best tool that is in the market.

ServiceNow is really good, and while it might be expensive, it is very beginner-friendly as well because even a new joiner or a fresher could easily understand what is going on by just opening the incident and reading the comments. I find its flexible features such as work notes and comments intriguing because work notes are only visible to developers, while comments are visible to users as well. There are many flexible features, and this is a really good product. I would rate this product an eight out of ten.

On-premises

My main use case for ServiceNow is ticket management.

I use ServiceNow for ticket management by working on problem tickets when we have issues with the batch, and we also work on incidents if there are failures.

I have a main call setup for any critical issues, so we have a critical incident ticket in our environment on which we will be working on a priority basis.

ServiceNow offers excellent features including a self-service portal, different types of tickets for different types of issues, requests, or changes, and workload automation with workflow automation as well.

Reporting in ServiceNow is very good, and integrating it with automation reporting is a valuable feature.

ServiceNow has positively impacted my organization because initially we were not using ServiceNow and were working manually on email or through chat communications. After integrating ServiceNow, we have automation with failures and automated tickets that get generated when there is an issue in the environment or services. It has eased our workload and serves as a time-saving mechanism with automated processes.

The features I am using are very convenient and ServiceNow's offerings are already satisfying.

I have been using ServiceNow for almost ten years.

ServiceNow is stable in my experience.

ServiceNow's scalability is very good as it can be deployed in each environment and providing access to ServiceNow is very convenient.

Customer support for ServiceNow is very good. We have 24/7 support for ServiceNow with very quick response times. If we have any issue, we reach out to customer support and we get instant assistance.

I did not previously use a different solution before ServiceNow.

ServiceNow is deployed in my organization on a private cloud.

We use Microsoft Azure as our cloud provider for the private cloud.

ServiceNow was the first implementation I evaluated.

I have seen a return on investment with saved money and saved time.

ServiceNow's pricing is fine. We have accounting for each headcount for ServiceNow, and the pricing is actually good.

My advice for others looking into using ServiceNow is that it is very flexible and scalable, and deploying it is very easy. There is excellent customer support for ServiceNow, so everyone can try ServiceNow in their environment.

I have saved time and we have a platform to manage everything so that everyone can have visibility on that. We can manage which team is working on it and what the next step will be, so we can document everything on ServiceNow tickets.

Private Cloud

Microsoft Azure

One of the main use cases for ServiceNow is implementing the complete ITSM module from scratch, which includes Incident Management and Change Management, ensuring that the CMDB is right, coming from Device42 or self-service discovery, and also includes the employee center, which is the end-user interface for ServiceNow.

Device42 is something that we integrated with ServiceNow, and the ServiceNow Discovery is something that we're currently doing.

One of the most powerful or useful features of ServiceNow is the AI features announced in the Now in Knowledge '25, specifically AIOps for ITOMS, which implements solutions for the infrastructure teams.

I have definitely seen a positive impact of ServiceNow on our company and customer processes, including time savings and money savings.

I don't have anything on top of my mind regarding improvements that could be made in ServiceNow, but AI features are indeed a step forward.

I have been working with ServiceNow for almost 8 years.

I have no complaints regarding stability, scalability, or deployment issues in ServiceNow; everything is perfect.

I have no complaints regarding stability, scalability, or deployment issues in ServiceNow; everything is perfect.

I have no complaints regarding stability, scalability, or deployment issues in ServiceNow; everything is perfect.

My experience with technical support of ServiceNow is that they are good, but they could be better.

Time to respond from support could definitely be better, as the global support timing sometimes causes delays in interactions.

Positive

I'm comparing the save in man hours, but determining how much it can save is a difficult exercise.

Manually, there are huge numbers that come up because these integrated tools help organizations make the right decisions with all the information in one place, while manual methods lack visibility.

The cost effectiveness of ServiceNow depends upon the organization size, as larger organizations might find more value, and while there are other tools in the market, comparatively, ServiceNow is more advanced and highly effective when it comes to ITSM, although it does come with a price.

The clients that I work with for ServiceNow are typically enterprise level businesses, which includes engineering companies and manufacturing companies.

I would rate the support of ServiceNow an eight on a scale from 1 to 10.

I would rate ServiceNow a 9 on a scale from 1 to 10.

I am currently working in a previous organization as a second line support engineer, and while I am working there, I update my regular activities and support details in ServiceNow, so you can ask me regarding that without any problems.

My relationship with ServiceNow is as a user who creates requests regarding issues such as machines not properly connected to the internet or printers not working, and I have access based on the support profile.

I use ServiceNow to investigate issues, update my findings, and fix the issue directly, or if any on-site intervention is required, I forward it to my next level or escalation. For day-to-day activities, such as rebooting servers, we want to get a change request approved before proceeding after business hours or on holidays, and we keep the ServiceNow ticket in my queue, updating our findings with screenshots and details before closing the tickets.

The features of ServiceNow that I find most valuable include its ability to easily access ticket details if you know the ticket number, monitor the timeline of when the ticket was created, and see the current status, which makes ServiceNow the best tool I have ever used.

The integration capabilities of ServiceNow allow us to enhance our existing environment easily, so I rate it as a nine.

The return on investment from ServiceNow may be around 8.5, indicating time-saving benefits or fewer people needed to operate with this solution.

While ServiceNow has many options, the number of options can sometimes be confusing regarding where to click or how things work, as it is based on configuration provided by the administrator.

The initial setup of ServiceNow was easy for me, and I can easily access the knowledge base, pass tickets to another team through internal notes, and each individual will get a personal email when a ticket is placed into their queue, although sometimes the numerous options can be confusing.

My experience of working with ServiceNow is approximately one year.

I rate the stability of ServiceNow as a nine on a scale of one to ten.

I rate the scalability of ServiceNow as an eight on a scale of one to ten.

I might be unsure about how many users are using ServiceNow in my organization, but it could be around 500.

I rate the technical support of ServiceNow as a nine on a scale of one to ten.

Positive

I have experience with other solutions, such as Freshdesk, ServiceNow, Zendesk, ConnectWise, Azure platform, and Ivanti.

The initial setup of ServiceNow was easy for me.

The return on investment from ServiceNow may be around 8.5, indicating time-saving benefits or fewer people needed to operate with this solution.

Regarding the price of ServiceNow, I am not certain because our management team takes care of all pricing details, but I know it is quite high in the market.

Based on my experience, I would recommend ServiceNow to other people. I give ServiceNow an overall rating of nine out of ten.

Public Cloud

Other

I use ServiceNow for everything from ticket management to demand and more in my daily work.

As I manage the automation COE team, I've found that getting incident reports and handling demands from different markets is quite useful with ServiceNow. The dashboard helps us track data effectively and see the outcomes, making it very valuable. Although I'm not a heavy user of ServiceNow, I find the delivery for the COE team to be really good compared to previous tools I've experienced.

The features of ServiceNow that I find the most useful include the impressive handling of incident reporting requests, which go into the cab with types, priority types, and the SLA that we can set. The mobile client is also really good, allowing everyone to view demands, requests, and incidents through the mobile app, which has a great UI and user experience.

Overall, apart from not using it extensively in terms of API, as an end user, the demands, requests, service catalog, and incident reporting are much better compared to what we were using earlier.

I haven't thought deeply about improvements for ServiceNow or what might be missing right now.

There are so many modules and features in ServiceNow that I haven't explored them all, so it's hard to say what might be missing or should be improved.

I suggest making the cost more affordable for smaller companies.

I have been working with ServiceNow for about the last three or four years.

I haven't faced any issues with stability; I've rarely seen any downtime.

Downtime is something I've experienced very little.

I haven't faced many problems or challenges with ServiceNow; I haven't seen any downtime, except for scheduled maintenance.

Scaling ServiceNow is easy since it's on cloud, so there are no issues.

I have not contacted ServiceNow support personally, but my team has a dedicated team that reaches out when necessary.

Positive

Earlier we were using Cherwell for IT service management, and now we use ServiceNow.

It's easy to set up ServiceNow; they have guides and everything.

It's a great tool that I've recommended to startups here in Malaysia. It may be expensive for small companies, but for big companies, I think it's good. If there's a lighter version of ServiceNow that could be more affordable for smaller companies, that would be beneficial.

Within my company, I haven't seen AI functionality being used, but there's knowledge sharing happening and it's in process for assessment. We will get those AI capabilities into ServiceNow in the near future, but currently, it's not enabled.

I'm just using ServiceNow as an end user, and I have not utilized API for integration or anything.

The performance and customization areas are quite good; I have no issues there.

I would rate ServiceNow nine out of ten.

Public Cloud

Amazon Web Services (AWS)

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.

We mainly use ServiceNow for workflow definition, primarily for ITSM purposes. It is utilized across the whole organization for functions, from employee onboarding to various operational activities. We leverage different use cases for HR functionalities, IT applications, IT operations, IT support, finance activities, and project submissions.

The workflow management in ServiceNow is amazing. The integration with third-party business applications is extraordinary, providing compatibility with major vendors like Microsoft, Oracle, IBM, as well as with custom-built applications. Automation capabilities are impressive, bolstered by a vast repository of out-of-the-box connectors and plugins that facilitate integration with various applications worldwide.

The main area for improvement in ServiceNow is its support. Their customer support could make it a great solution, not just product support but also their relationship with partners and training initiatives in different regions. The official support is often distant, and many partners are not up to standard, which harms the product's reputation.

I have been working with ServiceNow for approximately six years now.

From a stability perspective, ServiceNow has almost no issues.

ServiceNow is a very scalable solution. I would rate it 10 out of 10 for scalability.

Direct support from ServiceNow is not very good. Most of the support comes from partners, and customers heavily rely on them. I would rate it 6 out of 10.

Neutral

We evaluated other options, like ManageEngine, and performed POC for multiple environments. We chose ServiceNow because of the wide range of use cases it offers. It is a one-time investment that takes substantial time and resources.

Setting up ServiceNow involves unique system requirements, and compared to other ITSM solutions, it's more challenging to implement effectively. The standard deployment takes at least two weeks if everything goes smoothly.

Professional resources are essential for setting up ServiceNow because the environment is substantial, and you need competent personnel to implement the numerous components efficiently.

We can easily quantify the return on investment during the six years with ServiceNow.

ServiceNow is expensive for all regions. The licensing cost per year per user is not precisely known but is considered high.

We evaluated other solutions like ManageEngine before selecting ServiceNow.

If someone decides to implement ServiceNow, they are taking on a significant responsibility. The success or failure relies on the time and effort planned. For a mature implementation, it may take two to three years, and investing in quality resources and understanding business requirements in advance is crucial. Overall, I rate ServiceNow 10 out of 10.

On-premises