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Lead Cybersecurity Analyst at a tech services company with 10,001+ employees
Real User
Easy integration with CMDB, extremely stable, and competitive pricing
Pros and Cons
  • "The thing that I like most about it is the easy integration with the CMDB. I'm able to look at the CMDB for applications and develop my assessments and attestations based on the application and point them at that application owner. So, I can really automate the whole thing."
  • "Its setup is tough. It takes a lot of knowledge and a lot of experience."

What is our primary use case?

We use it as a tool to develop and monitor attestations and assessments where we develop questions based on our policies and ask application owners to explain and show compliance with our policies through a series of attestation questions.

I refer to it often when I'm looking up applications in the CMDB. The CMDB gives me a lot of information on the application in terms of what certain parameters are, who owns the application, and what's the structure of the organization owning the application. It gives me a fair amount of information.

We are using the latest version. We stay up to date with all the patches.

How has it helped my organization?

It helps with how well our applications are compliant with our policies, and that helps with the overall security of our applications. We are very detailed with our policies, and there is a buy-in for security across the company. So, we're able to show which applications are in compliance with the policies and which aren't, and we're able to target those that aren't for a little extra work and attention.

What is most valuable?

The thing that I like most about it is the easy integration with the CMDB. I'm able to look at the CMDB for applications and develop my assessments and attestations based on the application and point them at that application owner. So, I can really automate the whole thing.

What needs improvement?

Its setup is tough. It takes a lot of knowledge and a lot of experience.

In terms of features, we're pretty happy with the product as it is. They make regular improvements. We look at them, evaluate them, but we haven't seen anything that we wanted to use it for, though we continuously reevaluate our tools to see where we can expand our capabilities.

Buyer's Guide
ServiceNow
September 2022
Learn what your peers think about ServiceNow. Get advice and tips from experienced pros sharing their opinions. Updated: September 2022.
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For how long have I used the solution?

I have been using this solution for three years.

What do I think about the stability of the solution?

We find the product to be very stable. Because it is a cloud-based application, you have your issues with networks and all, but I don't consider that a part of the problem with the application. I find the application to be extremely stable.

What do I think about the scalability of the solution?

It is fairly easy to scale. When you start adding a lot of different modules to it, it becomes a bit more complex, but if you have well-trained staff who can manage it in production, it becomes relatively simple, especially once you develop processes to handle that.

In terms of usage, just about everybody in the company uses it. If you're in technology or you're using technology, you use the interface with this application one way or the other. This is the company's ITIL tool. This is how we handle requests and manage the integrity of our systems and applications. I think it's going to be here for a while. How long? I can't tell.

How are customer service and support?

Tech support is very knowledgeable. We've used them, and they've been very helpful. If someone is starting with ServiceNow, I would recommend them to spend a fair amount of time with their tech support. However, they do tend to point you towards some of their vendors who provide consulting services, and as with most consulting services, it can be all over the place.

Which solution did I use previously and why did I switch?

We were using another solution. It was the standard for service management for so many years, but it was horrible. I don't remember the name.

How was the initial setup?

The setup is tough. It takes a lot of knowledge and a lot of experience. So, you have to basically work with the product on an almost exclusive basis to become very knowledgeable. However, it is very powerful, especially once you have people who can write JavaScript and who can improve and make the product do a lot more than it does coming out of the box.

We have operations staff that handles the ongoing maintenance. It's not anything where we're having to pull down servers or anything. It's just managing access and maintaining the integrity of the CMDB. Everything else is just types of ITIL efforts such as handling tickets, processing requests. That's it. I find it very useful.

What was our ROI?

I cannot speak for the company in terms of what the company sees. All I can say is that from what I've used it for, it has been extremely valuable because I don't have to go around with spreadsheets to people. So to me, it is a return on efficiency.

What's my experience with pricing, setup cost, and licensing?

For the modules we use, we found it competitive. I can't think of any costs in addition to the licensing fees.

What other advice do I have?

My advice would be to look at it very carefully. It is a great product, but make sure that it fits your company culture and the way you want to do things because it is a big product.

I would rate it a nine out of 10.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Justin Keswick - PeerSpot reviewer
Senior Desktop Analyst at Tech Mahindra
Real User
Top 10
Flexible, reasonably priced, and great for handling support tickets
Pros and Cons
  • "ServiceNow is great. You can download the data into Excel and you can basically create reports. It's very flexible."
  • "Making a mobile version would be helpful."

What is our primary use case?

We primarily use the solution to support Airbus Helicopters.

It's great for handling support tickets and onboarding employees.

How has it helped my organization?

We have other facilities in the United States with teams in Herndon, Virginia, and Grand Prairie, Texas, and for networking, in Mobile, Alabama. By having our different specialists in different areas, we're able to leverage their expertise over a large geographical area.

What is most valuable?

They have these items called resolver groups that are quite useful, however, it's basically to assign tickets to various teams.

The onboarding of employees is very good.

It's great for handling new hardware requests or new user requests.

They offer standard templates. The more that you customize it, or add additional software requests, the more it becomes usable and powerful. 

The solution is stable.

The scalability is there if you need it.

My understanding is that the pricing is reasonable. 

ServiceNow is great. You can download the data into Excel and you can basically create reports. It's very flexible.

What needs improvement?

That features are already there, however, maybe they could have some tutorials or give more power to the users versus having specialist administrators doing things. There's a big knowledge base. There's a lot of know-how that's saved in there, however, actually allowing people to do their own thing is lacking a bit.

I know there are functionalities for using it on other platforms. However, specifically for iPhone or Android, if there's something where I'm walking around and working in different offices, if I'm able to look up information directly, instead of going back to my laptop, that would be ideal. Making a mobile version would be helpful.

It's pretty customized already. I don't think there's anything that would be an area to fix.

I know that I actually have the special panel for all the features that I use, like creating tickets, managing hardware. Anything that can be integrated into especially our other types of features, such as SCCM, Microsoft SCCM, being able to update hardware, instead of manually going inside there would be good.

For how long have I used the solution?

I've used the solution for the last year.

What do I think about the stability of the solution?

The solution is pretty stable. The only thing is that it's a cloud version, and therefore, if your network is slow or non-responsive, then ServiceNow becomes slow and unresponsive. That's a network issue. That is not an application issue.

What do I think about the scalability of the solution?

The solution is easy to scale. If we wanted to add other facilities, it would be fairly easy to do. Something that we're going to be taking on in the next year or so is integrating with another facility in Mirabel, Quebec. They do commercial aircraft. We do civilian helicopters. Integrating with that team more will be beneficial. We have around 60 people using it right now.

How are customer service and support?

I personally have never had any issues where I had to raise it directly to ServiceNow. I cannot speak on the topic of support.

Which solution did I use previously and why did I switch?

The company did use a different solution. It was not as integrated with the other parts of the company, which is why they switched.

How was the initial setup?

The company was using another product before. They implemented this, I would say, within six months. It's been in place for two years now and it's matured.

I was not there for the deployment.

We have one SRM, senior relationship manager, that basically maintains the digital workspace. He's in charge of updating the versions or deploying new features. There's one person that does that.

What was our ROI?

There are built-in surveys and we track those metrics, and the metrics have been positive for the last two years. There's been a great improvement.

Due to the fact that we're dealing with different subcontractors, we have a company that does the networking and we have a company that does the desktop hardware. If it's more application support or accounting specific, then it goes somewhere else. Being able to bridge between those different subcontractors is a major selling point.

What's my experience with pricing, setup cost, and licensing?

The pricing is reasonable. In terms of extra costs, likely if a company was going to do integrations, they might have to buy the different modules, however, I'm not involved in that.

What other advice do I have?

I'm just a customer and an end-user.

I am currently up to date with the latest version.

I'd advise potential new seers that they'll get good asset management and be able to manage tickets. It's all straightforward and usable. In the past, I've used other products, and they're not that scalable. If you're working in a company that has multiple facilities, multiple countries, the best way to go is with ServiceNow.

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

Which deployment model are you using for this solution?

Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Buyer's Guide
ServiceNow
September 2022
Learn what your peers think about ServiceNow. Get advice and tips from experienced pros sharing their opinions. Updated: September 2022.
635,513 professionals have used our research since 2012.
Haresh Thevathasan - PeerSpot reviewer
Senior Business Systems Analyst - Enterprise Methodology and Process Program Manager at Judicial Council of California
Real User
Top 20
Fantastic out-of-the-box dashboards and reporting, great stability, and very user-friendly
Pros and Cons
  • "The Idea Portal and the PPM platform are most valuable. Their out-of-the-box dashboards and reporting are fantastic. I use them almost on a weekly basis. I have developed a couple of PMO dashboards for reporting. It is user-friendly. Everything is done through a navigation bar, and it makes things a lot easier that way."
  • "They can maybe improve the area of agile project management. They do have user storyboards and other things, but we kind of lean on Jira for that work. This is perhaps an area that could be looked at a little more."

What is our primary use case?

Primarily, we use it for our service desk and IT help desk ticketing. We also have the PPM module. ServiceNow is our main PPM platform at the moment. We use the Idea Portal for project requests, and we are also in the process of installing the financial module. We're using the latest version of ServiceNow.

How has it helped my organization?

It has improved the way in which projects are requested and assessed. We used to have two forms that PMs used to send out. We had a committee that would say yes or no and allocate the resources and the time for the project. PMs used to bring the forms, and I used to go through them with the committee. With the Demand process, we have been able to automate that. We now have what is called a Demand Pipeline. PMs still come and present at the committee, but everything is easier to track now and automated. We go through the process of the demand and then turn it into a project, which I find very useful, at least on my end.

It does exactly what I need it to do. I report to the CIO and senior managers for the overall projects. It is great for me because I can show them fancy graphics and makes my life easy.

What is most valuable?

The Idea Portal and the PPM platform are most valuable. Their out-of-the-box dashboards and reporting are fantastic. I use them almost on a weekly basis. I have developed a couple of PMO dashboards for reporting.

It is user-friendly. Everything is done through a navigation bar, and it makes things a lot easier that way.

What needs improvement?

They can maybe improve the area of agile project management. They do have user storyboards and other things, but we kind of lean on Jira for that work. This is perhaps an area that could be looked at a little more.

For how long have I used the solution?

I have been using this solution for about two years. 

What do I think about the stability of the solution?

It is a great product. I haven't had any issues with it so far, and it has been working well.

What do I think about the scalability of the solution?

It has been really good for us. For portfolio and program management, which is my area, ServiceNow is my go-to place. It is only the agile module that people aren't using as much because they're used to Jira. We kind of allow our project managers to use whichever product they want for their project management.

We are adding modules as we proceed. The financial module is coming soon. We already have the Service Portal deployed, which is being used. We are also looking at doing a service catalog type of thing.

We are a large organization, but ServiceNow is mostly being used by our IT. Our user base is around 300. We have one admin.

How are customer service and technical support?

I haven't interacted with them.

Which solution did I use previously and why did I switch?

We used to use Planview, and we moved to ServiceNow to incorporate one platform for everything. It also made a lot of sense financially. We were at the end of our contract, so we decided to go for a new solution. It took us some time to deploy it, but overall, it works better for us. It has good metrics.

How was the initial setup?

It was pretty straightforward. It took about three months. We had to migrate our former projects from Planview PPM. It wasn't hard. We just had to make sure that everything was in there.

What about the implementation team?

We worked with a third-party company to get things set up, and they were experts in those areas. They were fantastic.

What other advice do I have?

On the PPM side, I am quite satisfied with what is there. Apart from submitting tickets, I haven't used the ticketing system to its full functionality, so I can't really comment on that. We are quite satisfied with the tool. Its out-of-box reporting is quite balanced. We didn't require much customization when we deployed it. We did some customization, but we tried to stay out of the box as much as possible to make things easier for us. It has been working really great out of the box.

If you have no experience in using it and if you are just deploying it, not migrating from another solution, it should be pretty straightforward. With a little bit of training and help from ServiceNow, it should be up and running in a couple of days. If you are doing a large-scale migration, as we did, I would probably recommend using a third-party contractor.

I would rate ServiceNow a ten out of ten. 

Which deployment model are you using for this solution?

Private Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Microsoft Azure
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
PeerSpot user
Senior Management Consultant at a consultancy with 11-50 employees
Real User
Top 10
Easy to integrate with other legacy systems and is constantly improving as a company
Pros and Cons
  • "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 will 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."

What is our primary use case?

IT Service Management

How has it helped my organization?

Agile framework is in place

What is most valuable?

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.

What needs improvement?

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. 

For how long have I used the solution?

I have been using ServiceNow for a year. 

What do I think about the stability of the solution?

It is very stable.

What do I think about the scalability of the solution?

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. 

How are customer service and technical support?

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.

How was the initial setup?

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. 

What other advice do I have?

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.

Which deployment model are you using for this solution?

Private Cloud
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
PeerSpot user
Fabio Casasus - PeerSpot reviewer
Co-Founder - Managing Partner at Helvetia Fintech
Real User
Top 5Leaderboard
Flexible, reliable, and visual
Pros and Cons
  • "It's great to do statuses or to review tasks."
  • "It would be nice if we could, with some specific access rights, move histories from one squad to another, as they generate dependencies or duplicate or flag them."

What is our primary use case?

We have several applications of the product, however, the main use case is to generate all the backlogs of the different squads where we assign histories and we can link this to concrete people. 

The histories and the tasks that we draft within the histories are used for creating all the burn charts in agile and to show the velocity of how well it was the last sprint in terms of shipments. This is the key purpose. 

We also use ServiceNow to log IT tickets and to trace them. Those tickets can be created directly as a ServiceNow history on the IT squads. This will go directly to their backlog. It is a quite nice interaction.

It's used to manage the sprint in agile to create all the backlogs and to activate the current sprints, to create the burnout charts of the velocity of the sprints, and also to register any IT-related support ticket requests.

What is most valuable?

When we join the task board we can have a main view that we use on the daily standups in the agile world. It is very easy to navigate across and to move histories around. 

It's great to do statuses or to review tasks. We can open them and get some details and updates. 

It is quite flexible as a system and is very visual.

It helps to keep the daily standards to 15 minutes.

What needs improvement?

Probably the backlog organization could be a little bit easier in terms of transversality between different squads. It would be nice if we could, with some specific access rights, move histories from one squad to another, as they generate dependencies or duplicate or flag them. We'd like to create dependency charts between different teams. This is something that Jira, for example, used to do very easily.

It would be ideal if there was some sort of Follow button to help users follow certain concrete task histories. That way, if you are following something, you could bet an immediate update when there is a change of status or a new comment or whatever.

For how long have I used the solution?

In my current assignment, I've been working with ServiceNow since January. However, in the past, I used it from 2016 until 2019. This is my fourth year using ServiceNow.

What do I think about the stability of the solution?

The solution is stable. It always works. We haven't had any issues. In this case, no news is good news.

What do I think about the scalability of the solution?

The solution is perfectly scalable. What they give you is the framework. In terms of functionalities, every client can customize it. It'll work well for different companies.

The product is widely used in the institution. Likely 90% of head office employees use it. 

How are customer service and support?

I've never really needed technical support. I've used ServiceNow to request technical support on other applications. I was just handed over the minimum standards to use it, and then I learned by doing. It was quite easy.

Which solution did I use previously and why did I switch?

With my previous client, I used Jira.

How was the initial setup?

I cannot speak to the initial setup. When I started using the solution, it was already in place. I'm not an implementer of it. I'm an advanced user. Therefore, I can't speak to how simple or difficult the implementation process is.

What other advice do I have?

I'm not sure which version of the solution we are currently using. We're likely using the latest as this is a big systemic bank. I'm pretty sure that they are continuously updated with the latest version.

I'm a user. I'm a consultant and scrum master, however, I use a lot of these tools also for agile management work.

This solution works if you invest a little bit of time in preparation. That said, that's the same for other vendors, like JIRA. You need to have efficient scrum cycles and organize them well. You should have efficient planning sessions and all the backlog should be already prepared, drafted, refined, organized, and prioritized. 

What is very important from inception, regardless of whether we're speaking about Jira or ServiceNow, is to have a very clear upfront plan of how you want to structure it. What is the kind of dependencies or links you want to create between different levels of access, for example?

I would advise users to prepare in advance the full strategy of configuration before they start doing anything. It is very hard to change later. You will create technical depth and will call out what you're not going to use. To roll them back once you've started is hard. It is worth it to take time, in the beginning, to try to forecast as much as possible. 

Overall, I'd rate the solution at an eight out of ten.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Vinod Kanna - PeerSpot reviewer
Software Development Manager & UX / UI enthusiast at Accelya World SLU
Real User
Detailed reporting and analysis are extremely beneficial as are all the management features
Pros and Cons
  • "Very good incident management, chain management and problem management features."
  • "Very expensive."

What is our primary use case?

Our primary use case of this product is for incident and change management. We are customers of ServiceNow and I work as a senior software development engineer. 

How has it helped my organization?

The reporting details and easy access of the data has improved addressing the customers issues.

What is most valuable?

I think the incident management, change management and problem management features are the best. They are very good and I like all three of them. If most of our customers could learn the benefits of these three features, that would be great. 

Another advantage of this solution is that we can get a detailed analysis on each incident; how long it took for resolution, how long it was on the client side, a detailed time base. Detailed reporting is another valuable feature and our customers comment on it too. 

What needs improvement?

This is an expensive solution and I think that could be reduced. What I've noticed from talking to some of our clients is that most are not renewing their licenses because it's so expensive. Pricing is one of the main factors customers check when comparing tools and solutions on the market. 

I think an additional feature that they could include would be a defect management system that ServiceNow doesn't currently have. It would be the best product in the market if they included that. It would make it a one-stop solution. They already have the incident management, problem and change management. Everything is there. So if they include this defect management, then it would definitely be the best in its category.  I would recommend Servicenow should include the defect management feature like JIRA.

For how long have I used the solution?

I've been using this solution for five years. 

What do I think about the stability of the solution?

Servicenow is a stable product which is an advantage for the business.  As per the current business trends and requirements the expected availability of the products are around 99.9% availability.  hence, we cannot afford the frequent outages 

What do I think about the scalability of the solution?

Because it's a cloud-based technology, it's scalable and convenient.  

Service now is a cloud based technology and its easy to increase or decrease the compute based on the load factors like no of users and based on the no of users increase, we can scale up the infrastructure of the servers. Apart from that any patch upgrades of OS or bug fixes can be done without any outage. Otherwise, in the legacy systems we need to take outages for any upgrades or patch deployments and which impacts the business.

How are customer service and technical support?

We have a local vendor who assists us with technical support. They provide good assistance. 

Which solution did I use previously and why did I switch?

Earlier we were using the HP Service desk

How was the initial setup?

The initial setup can be a little on the technical side so we are lucky we have the tech staff. Without that, we'd need to take a service provider or third party vendor to help with deployment which generally takes one to two weeks. It's important to have technical people involved in the implementation, otherwise it's quite difficult.

What about the implementation team?

through vendor team

What was our ROI?

The pricing is little bit high.  However, i would like to give some more recommendations like if servicenow can include other modules like Defect management and server monitoring and automatic inventory update then it can be a "Value for Money" and users will not feel overpriced for what other products are providing in the market with lesser price.

What's my experience with pricing, setup cost, and licensing?

I believe the cost is around $1200 per user for year and which is quite expensive.  If Servicenow comes up with the appropriate cost then definitely it will be the best product in the category of cost wise as well.

Which other solutions did I evaluate?

I was not part of the evaluation team.  

What other advice do I have?

I would recommend this solution, it's really an excellent tool in comparison to the current market tools like SCP and a lot of other tools out there. I can rank it as number one. The price is the only factor which is an issue. Because of Covid, companies are thinking about  how to reduce licensing costs. I've made a comparison between ServiceNow and other tools, and I'm not satisfied with the others. But licensing costs are so high that we sometimes have to go for other products for our customers. 

I would rate this solution a nine out of 10. If they would lover the price, I'd rate it a 10 out of 10. 

Which deployment model are you using for this solution?

Public Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Amazon Web Services (AWS)
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
National Enterprise Architecture Lead at a financial services firm with 5,001-10,000 employees
Real User
Stable and reasonable straightforward to use, but could be more intuitive
Pros and Cons
  • "I don't have to look through a whole bunch of other incidents that aren't relevant to me. It's very useful in that sense."
  • "I find the way you need to attach things like screenshots and stuff is a bit gimmicky. I'm a casual user. I'll use it once every two months and only when I have an incident that I need to report. You don't get a lot of experience with it when you're just using it once in a while like that. Therefore, it needs to be more intuitive so that you don't have to re-learn how to do simple tasks as the way to do certain things just isn't obvious."

What is our primary use case?

The solution is used primarily to report incidents and then to follow up. It's mainly used for ticketing and incident resolution and tasks of that nature. I look at incidents and see the resolutions and report on that.

What is most valuable?

The solution is reasonably straightforward to use. The only thing I can say about it is, it presents me with the incidents that I've reported, so that's good. I don't have to look through a whole bunch of other incidents that aren't relevant to me. It's very useful in that sense.

The solution is very stable.

What needs improvement?

I find the way you need to attach things like screenshots and stuff is a bit gimmicky. I'm a casual user. I'll use it once every two months and only when I have an incident that I need to report. You don't get a lot of experience with it when you're just using it once in a while like that. Therefore, it needs to be more intuitive so that you don't have to re-learn how to do simple tasks as the way to do certain things just isn't obvious.

For how long have I used the solution?

We've been using the solution for around two years now. It hasn't been that long.

What do I think about the stability of the solution?

The product is extremely stable. There are no bugs or glitches. It doesn't crash or freeze. It's reliable. It has not been problematic at all.

What do I think about the scalability of the solution?

I can't comment with authority, however, I would say we're a big company and there are probably lots of incidents and lots of demand for it across the company. I'm assuming it's pretty scalable.

We have around 5,000 employees in Canada. However, we're a multi-national. It may not be the case that all countries are on the same platform, however, internationally we have up to 100,000 employees.

it's used quite extensively in our company. On top of that, we are resellers, and we have many clients that we have implemented this for as well.

How are customer service and technical support?

I've never dealt directly with technical support. I can't speak to how helpful or responsive they are.

I've talked a lot with our groups that implement ServiceNow, and I haven't talked to them specifically about what it's like, or what kind of support they get from ServiceNow when they're implementing. However, I would guess that it's reasonably good, as I suspect it would be a pain point for them if people complain more about things when they're not working due to the fact that it wasn't set up right.

Which solution did I use previously and why did I switch?

Before the company implemented ServiceNow it was more of a conventional help desk where you as a customer would call in. They might've had a tracking system that they used, however, they didn't give it to us. The thing about ServiceNow is that you get the users to self-serve. We report our own incidents. They never used to do that before ServiceNow.

What about the implementation team?

We have a team in-house that can handle implementation for clients.

Which other solutions did I evaluate?

I've looked into HEAT. I'm looking to evaluate it with Service Now.

What other advice do I have?

I'm in consulting. I'm not in the group that does the ServiceNow implementation, however, we have people on staff who do it. We've implemented it in our company and I use it as a user, however, I'm not a guy who configures it.

I'd advise new users to get someone, such as a consultant, to help them implement the solution. I don't actually have enough knowledge about it to really give advice. My understanding is it's a good, solid system. In our company, people are quite bullish about it. The best general advice I could give is, if you're getting someone to help you implement it, make sure they're people who know their stuff. If people go for cheap and cheerful support in implementation, they can have problems.

I'd rate the product at a six out of ten. As a self-serve product, it's kind of the middle of the road compared to other online experiences you get as a consumer. It's pretty bare-bones.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
PeerSpot user
IT Service Expert at Vodafone
Real User
The best ticketing tool so far with a lot of options for optimization, customization, automation, and reporting
Pros and Cons
  • "I really like ServiceNow and all of the features. The way incident management is built is very helpful. You have a lot of options to optimize it, customize it, and automate it. You also have a lot of options for reporting. There are plenty of possibilities to do preference management within your customer CMDB file. These are very useful features, which I missed in BMC Remedy ITSM. ServiceNow is the best ticketing tool I have used so far."
  • "I have enjoyed all the features. There is not any feature that I have missed or didn't have."

What is our primary use case?

I'm a service manager, so I'm mainly focusing on customers' CMDB, incidents, changes, and problem management tasks. We have many global customers with network solutions.

How has it helped my organization?

It improved the customer experience. For instance, preference management is very useful to be able to set up automated notifications based on various things, such as site priority, site size, client's importance, and incident's priority. We can configure that only a portion of a group gets P1, P2, or P3 cases. Those features have really improved the relationship with the customers and within the organization. The reporting features and the setup of the customer CMDB file are improving the customer experience, and our internal groups are also able to benefit from them because they are using it daily. If there is an incident, it is an advantage that they don't need to fill out things. The notifications are also sent out automatically. So, they are saving time, and they can focus more on taking care of the customers, communicating with them, and taking up new issues.

What is most valuable?

I really like ServiceNow and all of the features. The way incident management is built is very helpful. You have a lot of options to optimize it, customize it, and automate it. You also have a lot of options for reporting. There are plenty of possibilities to do preference management within your customer CMDB file. These are very useful features, which I missed in BMC Remedy ITSM. ServiceNow is the best ticketing tool I have used so far.

What needs improvement?

I have enjoyed all the features. There is not any feature that I have missed or didn't have.

For how long have I used the solution?

I have been mainly using it for the past three years. I also used it previously for two years, and then I stopped for three years.

What do I think about the stability of the solution?

It is totally stable. I never had issues with it.

What do I think about the scalability of the solution?

I believe it is scalable.

How are customer service and support?

We were having a lot of issues. It took nine months to fix all of them. Those were mainly because of customer requirements that were not caught firsthand. There were virtual connections, and there were different bespoke elements that we needed to have. That was the reason we had to resolve some technical issues, but they were within our company. It wasn't outsourced to ServiceNow itself.

Which solution did I use previously and why did I switch?

We had BMC Remedy ITSM. Our ITSM was already outdated. It had no support, and we were looking for a new solution that had all the features we needed. Our first priority was customer satisfaction, but the choice wasn't up to me. It has always been up to the organization. I didn't have the chance to choose. I have just been given a solution.

How was the initial setup?

It was complex because we support network customers. They have dedicated fiber connections all around the world. It was a complex project, and we suffered afterward in terms of missing features and so on, but that wasn't because of ServiceNow. It was rather an internal issue of not allocating enough resources.

The implementation took six to nine months because we needed to prepare the cutoff. We did a pilot phase with dedicated customers, and we tested it first. After that, we rolled it out, and then based on agile, we fixed any production issues. We prioritized them, highlighted them, and we fixed them, which took another nine months. 

We had at least 20 people, but not all of them were for deployment. We have many global customers with network solutions. They are scattered around the globe with different priorities and focuses. It wasn't an easy task to gather all the information about the features that we and the customers require. We were also using two ticketing systems. So, we had to organize and then migrate.

It was deployed around the globe because there were some users in the U.K., Ireland, Germany, Hungary, India, and Egypt. So, it was deployed at several locations.

What other advice do I have?

I would absolutely advise using it. I have been an advocate within our company to change different tools and move different departments to ServiceNow because it's a really useful tool. I would recommend it to others.

I would rate it a 10 out of 10. I'm totally satisfied with it.

Which deployment model are you using for this solution?

Private Cloud
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
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Buyer's Guide
Download our free ServiceNow Report and get advice and tips from experienced pros sharing their opinions.
Updated: September 2022
Buyer's Guide
Download our free ServiceNow Report and get advice and tips from experienced pros sharing their opinions.