ServiceNow Reviews

For me, the most valuable feature is the flexibility it allows in customization. We're able to set it with the parameters we need for our specific business use cases.

We're now able to use emails in the Request Fulfillment process, instead of assigning roles to an account.

The setup wasn't as straightforward or easy as it should have been. While it wasn't difficult or complex, there was some planning and work involved.

There were no issues with the deployment.

There were no issues with the stability.

There were no issues with the scalability.

I'd rate their customer service an 8 out of 10.

I'd rate their technical support an 8 out of 10.

I am also working with CA SDM and in the process of comparing the pros and cons of each.

The initial setup was of medium difficulty. Though it wasn't the most difficult setup, it could have been easier.

I didn't participate in the implementation as it was done by a vendor.

Based on my experiences so far, I'd recommend it.

The core applications are what our business uses day-to-day, including incident, change, problem, service catalogue and knowledge. However, I think the real value comes in when you start using CMDB, discovery, asset management and orchestration. Also, the fact that you can build custom apps and there are additional apps for HR, Facilities, etc. is also what makes this tool great.

It has given us a single source of record across all departments. Also, it has allowed us to automate many processes along with enforcing processes by making them workflow driven.

My only thought is while it is great they are expanding into many different areas of business, don’t forget about the core of this product and why it was originally built. UI and feature enhancements to records like incidents would be great.

I have been working with the release from June 2011 – Geneva.

There have been no issues with the deployment.

There have been no issues with the stability.

With scalability, we have grown quite significantly in the last two years and the performance of our instance has really taken a hit. However, ServiceNow support has been great and we are currently in the process of moving to a new data center and on to faster hardware to improve this issue.

This can be very hit and miss, there are some individuals who are fantastic and a lot of help and then there are others that are not so much. My biggest struggle is with them just not reading my updates and asking the same questions just to put the ball back in your court even though it is likely you already provided them the information. I will say it has gotten a lot better over the years.

If you aren't very familiar with ServiceNow, I would recommend bringing in a vendor for deployment. They will help you understand the tool and make sure you aren’t boxing yourself in with the way things are built out. The OOB processes ServiceNow offers are all based on ITIL standards so theoretically there aren't a lot of customizations you should need to make up front.

I have worked for a company who used a vendor and did it themselves and now I do it for customers. My biggest piece of advice is don’t just try to make ServiceNow do what your old tool did. Take advantage of the power behind this tool!

This isn’t the cheapest solution out there, but is definitely worth it if implemented and used correctly.

I haven’t necessarily used or evaluated other systems, but I have done work with integrating to other solutions and converting users from other solutions to ServiceNow. I will say ServiceNow makes most of these tools like TrackIt or OmniTracker as a few examples look like they are about 20 years behind the game. The biggest struggle is trying to get users to look at ServiceNow and use the tool to really improve their processes instead of just trying to copy the process you used in their old system.

There are a ton of features and capabilities that can be used to automate processes within your organization and have a single source of data and this is an exceptional tool for that. There is always room for improvement and as they try to expand into different markets ,I do think some of the older applications get left behind and aren’t maintained as they should be.

ServiceNow is a great tool and I would highly recommend it. It will give you powerful automation capabilities and can significantly decrease time users have to spend researching and working tickets not matter what department it is.

• Workflows
• Automation
• Integrations

I would say one of the best things on ServiceNow platform is the way how you can quickly automate delivery of services or goods to the end-user.

Reporting capabilities could use some improvement.

I've used it for four years.

It strongly depends on customer awareness of ServiceNow best practices. In some cases stability is an issue.

It strongly depends on customer awareness of ServiceNow best practices. In some cases scalability is an issue.

Depends how big account the customer is for ServiceNow.

I have a few experiences with HPSD. Thick client instead of web application says everything.

ServiceNow comes with a lot of functionality included as baseline implementation. For example, all main ITIL processes are implemented, as well the fact that it is a cloud solution gives you the whole functional system at the beginning.

I am part of vendor team or advising clients in solution architecture area.

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

A strong architect is needed. You should follow best practices and challenge customers. So don’t implement everything right at the moment when you receive requirements.

Find a strong partner with experience of other customers of the same size and nature. Find a parter that will create, together with you, a strategy that will guide you during preparation, all phases of development, and operational times.

I’m a developer, so I wouldn’t classify the product as valuable to me, per se. However, through the eyes of a client I can tell you that ServiceNow is highly customizable, so when anybody asks, “Can it do this?”, the answer is usually, "Yes, yes it can."

The whole platform has improved our organization, but that is the beauty of ServiceNow. It provides a solid starting point to manage your IT operations, but not just IT operations, but almost anything your organization needs.

I've used it for three years.

It is usually user error rather than system error, and even on the largest deployment that I took part in, that was muddled by an inexperienced admin. I was able to back out and fix within a two hour span of time.

Stability is a complete non-issue. It is all cloud based and I have never experienced down time with ServiceNow.

I really don’t think there is anything out there that even compares.

This really depends on what the issue is. When you start venturing outside of the base system functionality, they will not support it. You essentially become the owner when you start modifying the base functionality.

That being said, the base functionality really doesn’t need to be modified. When customizing this product to suit your companies/organizations needs, developing solutions that lie within the base functionality are nearly always attainable.

I have used Cherwell, and while it works fine, it leaves a lot to be desired as far as user experience. I may be jaded because of ServiceNow, but managing data in Cherwell is nowhere near the capability of ServiceNow.

When an instance is spun up, it’s ready to use. In that case, setup is very simple, but no organization wants to keep the out-of-box-setup though. Why would you buy something so highly customizable and not customize it?

If you keep your customizations light, setup is not difficult for someone with a modicum of experience. If an organization goes all out and wants heavy customization, then setup can become extremely complex.

I work for a vendor, and typically the level of experience of in-house administrators/developers is rather low. We tend to incorporate them into what we are doing so as to raise their experience level, which allows them to support any solutions we implement.

Costs for consultants/developers, as I’m sure some of you know, can be pretty high. It’s not because ServiceNow is hard to configure, it’s because it’s so big that developers with an intimate knowledge of how the system functions and knowledge of the nuances are in short supply.

It is pricey, and for good reason. As far as licensing, I have one word: haggle. I have had clients pay full price for licenses and I have had clients who get lower prices for licenses or a certain amount of free licenses.

Also, for organizations that have busy seasons where additional licenses are needed for a few months, I have heard of those being comped so long as the number of licenses needed is within reason.

You should go play with it and learn how it works. You can get free personal developer/demo instance spun up at developer.service-now.com.

When it comes to the time to get your requirements ready you will be miles ahead and save money rather than blindly coming up with requirements, having a solution implemented, and then finding out you want to change 10% - 30% of what you originally thought you wanted.

Out-of-box end-user portal (this is highly customizable, and I’ve seen some pretty slick interfaces):

Fulfiller home screen:

Some of the base applications and list view of records:

Just an example of a custom application, I commission a fantasy
football league, and I built myself an application that utilizes web services
to pull in external data to help me manage my league as well as provide
statistics to help me set my lineup every week:

As a technical specialist, the features that are most valuable to me are:

• Facility for doing customizations
• Very quick time to business
• Good support
• Availability time
• Some nice development tools
• Facilities for building integration

At the moment, we have implemented Incident, Problem, Change, Catalog and a bit of Asset Management. As we had a terrible system before ServiceNow, we did not have any kind of KPIs. Now we have all the processes integrated between each other and with some good KPIs.

The number of improvements is big, but we are still doing changes on the platform so we can get even more. At this point, we have already done almost 1000 stories (each story represents a change) with improvements.

They improved, a bit, the Reporting part of the product, but for sure it could be improved a lot more. I think they also should re-think the way they license the tool because it’s too expensive to automate all of your business, but you’ll need lots of licenses. If they did this, it would be an awesome tool. People go for doing some dirty integrations (with JIRA for example) just to reduce the number of licenses needed in ServiceNow.

I worked for a ServiceNow partner for some years before being a client. As a client, I have used the solution for one-and-a-half years.

No issues encountered.

No issues encountered.

No issues encountered.

I really like it. They answer quite fast and provide good solutions.

It was straightforward because we had a clear idea of what processes we were implementing and how they would be (Workflow). The complex part of it is basically map your processes; implementing the tool is the easy part.

At my current company, we did it with ServiceNow and in-house (me). But I worked at a ServiceNow Partner before, and I would strongly recommend a vendor implementation unless you already have some experts in-house.

We did an extensive evaluation to choose this product. It’s confidential and I cannot give details of it.

As a technical specialist, I can see that the product is really good and has lots of enhancements with each version. It’s a really good (but expensive) product. As it’s very easy to customize, it’s also easy to break it. I would recommend just to have a really good specialist (who knows some of the business as well) and it should be pretty straightforward to succeed.

ServiceNow comes as a set of pre-built ITIL processes as well as a platform that can be used to build a variety of custom business applications.

Even though there is a huge freedom in what you can customize, there are still plenty of areas for improvement regarding non-documented APIs and hard-coded functionality.

We've been using the solution since 2014 (Eureka version).

No, deployment is very smooth and your production instance will be up and running in no time.

There were a couple of issues on ServiceNow side which were promptly addressed by ServiceNow support.

I would say there is a lot of room for improvement when it comes to technical support. There are times when I feel that a person working on a ticket is able to only direct me to the relevant WIKI articles (which I've usually read already before deciding to contact support).

It gives us the power to customize any aspect of the solution. They've created a tool that creates itself and give you the keys to spin the tires.

Since implementing ServiceNow, we’ve been able to stop our personnel count from growing. When our company had to go through a restructuring and 10% reduction in workforce, we were able to use ServiceNow to pick up the slack and automate some of the functions that were lost.

Instead of adding more and more modules in every version, I wish they would work on streamlining the underlying functions/methods and update the Wiki with all the inputs, outputs, etc. so that new developers can more easily find their way around the product and create custom applications for their own company instead of paying ServiceNow to do it.

Also update all their training materials, make some guidebooks and videos, etc.

We've been using it for almost three years.

Implementation is always a little rough, but once you have everything up and running the only thing you really have to worry about are the ways in which you modify things so there won’t be any conflicts during future version updates.

They are very quick in responding and troubleshooting. They're great at pinpointing the actual root cause of something, but often the solution is “…our developers are working on fixing this in future versions six-12 months from now."

It was pretty intense, but luckily our implementation package included getting two of us trained and ITIL Foundation certified which really got us on the same page.

We had ServiceNow’s in-house team for “Quick-Start Implementation”, but it was very basic, and the custom things we asked him to do from scratch were not engineered very thoroughly or using best coding practices.

So, I would make sure to have a formally-trained team, and the easiest way to find those are by going to a vendor like Fruition or Cloud Sherpas (now Accenture).

When negotiating licensing, just remember that 'Process Users' are more than twice as expensive as 'CreateNow Users', so if you are comfortable building your own apps instead of using ServiceNows, you can save a lot of money with 'CreateNow Users' in your custom apps.

It's great, but there's always room for improvement. We are pretty good friends with our reps since their office is right down the street and we get invited to hangout with them quite often.

Its integrated process data-model is a feature that's valuable for us.

It's provided a platform to provide Process as a Service.

The usability and user experience is a really big issue and needs to be improved.

We've used it for five years.

We encountered no issues with deployment.

We encountered no issues with stability.

We encountered no issues with scalability.

In our experience with technical support, we found that first-level support is pretty mediocre and second-level support is just adequate.

I used a custom solution in the past, but switched to ServiceNow.

The initial setup was straightforward. The only complexity was in the business requirements given by those trying to customize it to do something outside of the native configuration.

We used a mixed team of in-house and vendor.

Vendors tend to do what the customer wants, which is the wrong approach. Always start out understanding the native function of the tool, then you adapt your process to fit the tool, not the way around.

We are still waiting for ROI to be realized, and are unsure yet of the value due to adoption issues.

You should focus on the adoption more than configuration.