ServiceNow Reviews

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.

ServiceNow serves as a comprehensive recorded repository for our organization. We utilize it for asset management across our different branches worldwide. Each branch has an IT manager, and through asset management, when any alert comes in, we can easily identify the location and retrieve the IT manager details. Everything is documented in ServiceNow, and whatever alerts we handle, every work note can be sent to the vendor requesting remediation based on user responses.

The user interface of ServiceNow is very flexible. We can find each and every user's information and identity, including details like designation and reporting structure. We can track the entire process from assigning tickets to work in progress, putting tickets on hold, and creating subtasks. Everything can be customized according to our needs.

The best feature of ServiceNow, from my perspective, is that it is completely integral to our work on security. From the start, we can attend to tickets, and from there until resolving the ticket, it helps us because every documentation is done by ServiceNow. We keep standard operating procedures for every new alert, and we can create SOPs and KPs as needed.

ServiceNow is not cheap, but it offers standard functionality and features compared to all ticketing systems.

ServiceNow can improve by being customizable based on the different needs of companies, such as infrastructure and security requirements.

If I had the opportunity to add a feature to ServiceNow, I would add extra information such as IPs and network hierarchy. By network hierarchy, I mean the information about the firewall and how it starts from end to end with servers, switches, routers, firewalls, and all related network tools, from the Internet to Endpoint. We need each and every piece of information about which branch and host is sometimes unmanaged without any identity, and for those, we need to create a separate group.

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

Regarding stability, ServiceNow is reliable. We get notifications when upgrades are needed, and it is stable with no breakdowns or bugs. I have never faced any issues after upgrading ServiceNow.

Around six thousand people are using ServiceNow in my company.

I have not contacted ServiceNow support team. My higher team may have contacted them regarding automated insights, signals, detection, and alerts.

I am using ServiceNow and do not see any issues with it currently. I am happy with the interface of ServiceNow. By network hierarchy, I mean the information about the firewall and how it starts from end to end with servers, switches, routers, firewalls, and all related network tools, from the Internet to Endpoint. We need each and every piece of information about which branch and host is sometimes unmanaged without any identity, and for those, we need to create a separate group. If I had the opportunity to add a feature to ServiceNow, I would add extra information such as IPs and network hierarchy. ServiceNow is not cheap, but it offers standard functionality and features compared to all ticketing systems. I would rate ServiceNow an eight because of its capabilities. My company is a customer of ServiceNow.

The use case for ServiceNow was that one of our clients was using some other tools for the ticketing system, which was an on-premise tool that presented a lot of hassle with respect to infrastructure challenges. They contacted us, and we evaluated different cloud-based solutions such as Jira, ManageEngine, and ServiceNow. After the demos and evaluations, they adopted ServiceNow, and we migrated all their workflows from the legacy system to ServiceNow.

The key points, both pros and cons of ServiceNow in comparison to Jira or ManageEngine technologies, are that it offers an object-oriented architecture, which is more flexible and allows us to customize the workflows quite easily. Additionally, the user interface is very much aligned with the requirements of the customer.

Feature-wise, the object-oriented architecture of ServiceNow is very much helpful for designing the workflows and similar tasks.

I have seen ROI from ServiceNow, as the client I mentioned earlier is achieving ROI for adopting this cloud-based technology. They have removed the costs associated with on-prem infrastructure, including data center costs, power costs, and physical server costs.

There are things that I would like to see improved in ServiceNow, such as the pricing, as it is a very costly solution compared to other tools. Additionally, its presence in the local market is very limited; in Pakistan, for example, I don't see any vendor or distributor of ServiceNow available. They need to increase their sales spectrum globally so people can easily access them and engage them for client meetings and more.

From a functionality perspective, the features in ServiceNow are acceptable as, at the moment, the ITSM modules rank highly, being 13 plus Pink Elephant certified, which is a good aspect to have.

When providing advice to users, I would suggest they consider making strategic decisions about their per user pricing since it is very high. In our region, people normally start with 5 to 10 users, but the per user price is quite steep. Moreover, ServiceNow does not charge based on data uploaded or downloaded, so they should reconsider their pricing and data policies to align better with the financial capabilities of the region.

I have been working with ServiceNow for more than a year.

The initial setup of ServiceNow was straightforward; I did not face any challenges or complexities during the implementation process because it is instance-based, so everyone can sign up with the instance online and get it ready.

From a performance point of view, there are no limitations or performance issues with ServiceNow; it is cloud-based, so it is highly scalable and performs well.

From a performance point of view, there are no limitations or performance issues with ServiceNow; it is cloud-based, so it is highly scalable and performs well.

I would rate the technical support of ServiceNow a six on a scale of 1 to 10, where 10 is the best.

It is not difficult to maintain ServiceNow; it simply requires sending a request. However, obtaining support for maintenance is the current challenge because they don't have a presence in the local market.

Neutral

Our client was using other tools for the ticketing system, which was an on-premise tool that presented many infrastructure challenges.

The initial setup of ServiceNow was straightforward; I did not face any challenges or complexities during the implementation process because it is instance-based, so everyone can sign up with the instance online and get it ready.

It took me between 3 to 6 months to migrate from the legacy system to ServiceNow, depending on how many workflows needed to be migrated.

I have seen ROI from ServiceNow, as the client is achieving ROI for adopting this cloud-based technology. They have removed the costs associated with on-prem infrastructure, including data center costs, power costs, and physical server costs.

All the modules of ServiceNow are equally important, but initially, I can say that the change management and asset management modules are the ones that I recommend to our clients.

I have utilized automation capabilities in ServiceNow by introducing workflows. The main goal of designing automation workflows was to achieve automation.

It has been successful as my clients have completely gotten rid of that legacy system and are now using the ServiceNow solution.

I have not had any AI features or AI-driven initiatives with ServiceNow.

Regarding the integration capabilities of ServiceNow, I don't know as we did not use any kind of integration.

In terms of the size of the environment, there are more than a hundred workflows.

From the end users' perspective, there are around 75 users.

Overall, I would rate ServiceNow as a nine as a solution and product.

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.

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.

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.

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.