Devops Engineer at a manufacturing company with 10,001+ employees
Real User
Top 20
Has valuable incident and problem management features, but the scalability needs improvement
Pros and Cons
  • "The product's integration functionality in the change management module has significantly improved efficiency in our organization."
  • "They could improve license management, particularly when integrating different applications or toolsets."

What is our primary use case?

We use the product for ITSM, DevOps, change management, problem management, and incident management. We utilize all the modules.

How has it helped my organization?

The product's integration functionality in the change management module has significantly improved efficiency in our organization. It has enhanced the delivery process with automated operations.

What is most valuable?

The most valuable aspects of ServiceNow are incident and problem management in the workspace. It helps us create meetings within the platform where users can collaborate to resolve issues.

What needs improvement?

They could improve license management, particularly when integrating different applications or toolsets. The process of how licenses are billed and the potential for noncompliance issues could be clearly stated during module purchase. It results in unforeseen costs when integrating various tools, such as DevOps, where contributors from projects may be misinterpreted as core contributors, leading to unnecessary charges. They could make the licensing process clear to understand.

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ServiceNow
March 2024
Learn what your peers think about ServiceNow. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
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For how long have I used the solution?

We have been using ServiceNow since 2020. We use the latest version.

What do I think about the stability of the solution?

It is a stable platform.

What do I think about the scalability of the solution?

We have 30000 ServiceNow users in our organization. It needs to be more scalable, particularly in the context of Microsoft's roadmap. The existing cloud integrations and point-to-point integrations with Azure DevOps might have challenges during a transition to GitHub. We have to manually re-configure the same.

How are customer service and support?

The technical support services are dependent on integration partners. 

How would you rate customer service and support?

Negative

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

We used Jira before.

How was the initial setup?

It is a cloud solution. The initial setup is difficult. It requires someone with knowledge of the ServiceNow platform. One can take assistance from a DevOps engineer for configuration.

It takes a few weeks to complete. We have deployed it in different regions. We need to synchronize the changes across all the regions as well.

What about the implementation team?

We take assistance from our integration partner for implementation.

What was our ROI?

We have experienced improvements in time-saving since implementing ServiceNow. The change module has allowed for identifying and onboarding services with low business criticality, streamlining the approval process for changes and deployments. It makes the deployment process simple, fast, and easy.

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

It is an expensive platform.

What other advice do I have?

We have bought the product's standard version with different components implemented across all the departments of our organization. We can add more components as per requirement.

We need assistance from specialists with in-depth knowledge of the platform, such as those holding ServiceNow certifications for complex business requirements.

I rate it six out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Rupesh Jethwa - PeerSpot reviewer
Solutions Architect at Globant
Real User
Top 5Leaderboard
An excellent platform enabling wide exploration of other technologies and functionalities
Pros and Cons
  • "Data in reports and dashboards are easily accessible."
  • "Licensing costs are very high."

What is our primary use case?

We are premium partners with ServiceNow and I'm a solutions architect. 

How has it helped my organization?

ServiceNow is one of the fastest‑growing cloud enterprise software companies in the world. We implemented ITSM, ITOM and ITBM for various customs and even in our organization which reduced operations costs infrastructure cost

What is most valuable?

This solution has a user friendly environment. ServiceNow offers a wide platform which allows us to explore other technologies and functionalities and provides a 360-degree view. Data in reports and dashboards are easily accessible. I also like the integration hub which is plug and play. You can integrate any tool with ServiceNow.

What needs improvement?

Need to focus on small business like Licensing, packaging

For how long have I used the solution?

I've been using this solution for 10 years. 

What do I think about the stability of the solution?

We don't have any complaints from our customers after they start using the product. Once they adapt to the new look and feel, and the user experience, there's no problem. 

What do I think about the scalability of the solution?


How are customer service and technical support?

We generally don't need much support. When it's necessary, I can contact the higher support team that deal with implementation and it's easy to connect with them and get a quick response. They are good. 

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

We used Remedy and we switched because Remedy is still using old technology

How was the initial setup?

The initial setup is straightforward in ServiceNow. It's not complex, you can say it's out-of-the-box.

What was our ROI?

100%

What other advice do I have?

If a company is looking for more accessibility, a user friendly environment where they want to explore other functionalities like HR and CSM, then ServiceNow provides that. I recommend this solution because they're always coming out with new technologies and functionalities. And the support level is very good even though things are automatically updated on a regular basis. 

I rate this solution a ten out of 10. 

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
Buyer's Guide
ServiceNow
March 2024
Learn what your peers think about ServiceNow. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,386 professionals have used our research since 2012.
ITSM Process Owner at a financial services firm with 10,001+ employees
Real User
Allows for role-based access, with integrated machine learning and AI
Pros and Cons
  • "For the nuts and bolts running of an IT organization, I can't really say there's anything lacking feature-wise."
  • "One thing I don't care for is the reporting and the way it functions."

What is our primary use case?

We primarily use the solution for ITSM and a little bit of ITOM. However, we don't use it for ITBM.

What is most valuable?

Role-based access is a 'positive'.

ServiceNow has a feature called Orchestration. In that, you can utilize the tool to communicate with applications and systems to issue commands and perform actions. That's a positive, it's something that does exist in the tool. We are in our infancy in utilizing that.

There's a relatively new feature called performance analytics. It's supposed to provide a lot more information. It's got machine learning and some AI built into it. We're our infancy with that. 

For the nuts and bolts running of an IT organization, I can't really say there's anything lacking, feature-wise.

The solution is relatively easy to use.

What needs improvement?

One thing I don't care for is the reporting and the way it functions. Exporting a report, from a view,  initiates a rerun of the query in the background - highly inefficient.

In terms of the implementation, there seems to be a dearth of basic table joins, on initial install, necessitating the creation of your own database views to get seemingly related data to act like related data. In other words, it's popular to have incidents linked to changes, and linked to problems, and linked to other types of records. And vice versa, you could have an incidents caused by a change. You could have an incident that has a problem record built off of it. However, there are several modules where, if you don't create table joins - for example, for demand records and demand tasks - between those two, then the only option is pull two reports (one for Demands, one for Demand Tasks), and manually merge them outside of the tool. It's highly inefficient. That is something that is a deficiency within the tool design overall.

The initial setup is a bit complex (could have been designed to be profile-driven, as an alternative).

While I recognize that it's a popular thing to do, due to poor design, update sets have to be moved manually, from platform to platform, easily introducing errors (sequence, origin, etc.)  along the way. I've seen far better promote-to-production schemes with other tools.

For how long have I used the solution?

I've been using ServiceNow for more than 5 years.

What do I think about the scalability of the solution?

Scales 'up' well.  

Scales 'down' poorly.

The solution is not exactly scalable for a mom-and-pop shop (and SMBs). The costs would be too prohibitive for that.

Someone once said, a bird, no matter the size, has the same number of bones. If you're going to do incident change problem, asset config, things like that, for a mom-and-pop, technically, you have the same number of types of things you need to be concerned about. It's just the volume of how it's being applied. A mom-and-pop store might carry 50 items in its inventory. A large company is going to have thousands upon thousands. Therefore, ServiceNow would not be a good solution for a small organization with few assets. 

If you don't have a full CMDB to begin with it really makes a lot of things awkward within the tool. 

We have 4,000+ 

How are customer service and support?

ServiceNow Technical support needs improvement.

One example - 

Order - (context - business rules) - ServiceNow allows you to have any number of rules with the same order number. 

ServiceNow's official answer to 'how does the database code decide which rule to execute first, when multiple business rules are assigned the same order level?': we have no answer 

(it goes without saying - use unique order levels)

How was the initial setup?


What other advice do I have?

We're just a customer and an end-user.

We started on-prem and then switched to cloud. We switched to the cloud about three years ago.

- fill out the CMDB before you start implementing the tool - make the time.

- plan out table joins as you implement new modules.

I'd rate the solution at an eight out of ten. I would just warn others that it's too easy to incorporate abysmally poor design.

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
Senior Principal at Devoteam Management Consulting
Real User
A reliable solution with exceptional customer service
Pros and Cons
  • "I think the technical support is pretty good. They can be a little bit slow sometimes, but overall I think they're good."
  • "ServiceNow doesn't cater to the Middle Eastern market."

What is our primary use case?

I don't actually use this solution directly. We're a partner so we typically find a customer and do the necessary RSC, etc. I am responsible for managing a team of 19 professionals that use this solution and others. I've used ServiceNow in the past, but I am not currently using it.

What needs improvement?

For starters, the mobile capability is very European-focused and my primary work location is actually the Middle East. ServiceNow doesn't cater to the Middle Eastern market. For this reason, we actually had to develop our own solutions in order to accommodate our customers that need an interface in Arabic. ServiceNow doesn't support that. It doesn't have a language patch for that at all. 

In addition, having a ServiceNow portal that has to be accessed via a browser on a mobile device is not always ideal for customers. Having a mobile application that specifically caters to those aspects, that provides users with access through the ServiceNow portal, is very important. 

For how long have I used the solution?

I have been using ServiceNow for 13 years. 

How are customer service and technical support?

I think the technical support is pretty good. They can be a little bit slow sometimes, but overall I think they're good.

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

From a licensing perspective, various partners negotiate the price with ServiceNow directly. Certainly, from a product-platform perspective, the price is not too bad. I suppose it could be a little bit cheaper. We do get customers that complain that the product is expensive compared to others in the market.

What other advice do I have?

If you're interested in using this solution, contact us, we'll do it for you. Overall, on a scale from one to ten, I would give ServiceNow a rating of nine. 

Disclosure: My company has a business relationship with this vendor other than being a customer: partner
PeerSpot user
Practice Manager, Automation & Orchestration at a tech services company with 5,001-10,000 employees
MSP
Cloud platform that supports large IT services, stable and easy to set up
Pros and Cons
  • "ServiceNow was the first true enterprise to service management platform."
  • "Service mapping could be less complicated."

What is our primary use case?

We run thousands of automations.

What is most valuable?

The reason that ServiceNow is as good as it is, and opposed to Remedy, Cherwell, and HP OpenView, is that ServiceNow was the first IT service management platform or enterprise.

ServiceNow was the first true enterprise to service management platform. They were the first to understand that a request is a request and service is service.

ServiceNow goes back internationally a long time ago when they were Fuji. ServiceNow releases are alphabetical. My experience started with Fuji, and they are on the Orlando release now. Even back then, they were able to put any process into ServiceNow, even if it wasn't and IT process, and have it managed through the platform.

What needs improvement?

Security needs some improvement. The governance, security incident management, cloud management, and the security module are getting better.

Service mapping could be less complicated. The configuration, and running it appropriately, but that's a difficult thing to do overall.

It needs to be more cost-effective because it can be pricey. 

I would love to see ServiceNow create a solid mid-market entry point for it. They tried it in the past and it failed. That was ServiceNow Express.

For how long have I used the solution?

I have been using ServiceNow for over a decade.

What do I think about the stability of the solution?

ServiceNow is incredibly stable.

What do I think about the scalability of the solution?

This solution is scalable to a point. Once you get as large as the Department of Veterans Affairs you will have some issues, but it scalable.

We have 3000 people here in our company. Anyone who is in IT is using ServiceNow.

How are customer service and technical support?

I haven't contacted technical support. 

If you are as close to out-of-the-box as you need to be then you won't have any issues at all with ServiceNow.

How was the initial setup?

ServiceNow is the least complex of all of the platforms available.

When I worked at the bank they went from zero to running it within three months. At that time when dealing with Remedy or other legacy systems, that was unheard of to go from nothing to running in three months.

With one of our customers, we had it up and running in one month.

We have seven members to maintain ServiceNow. They are developers, senior developers, and the head of service management.

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

The mandatory minimum is US$ 20,000 for licensing. They have a three-year cycle. I am not sure if it works out to be $60,000 for three years or if it's $20,000 for the three years. 

It's mainly for licensing. The more that you use it and the more it goes to other areas in your organization, the more licensing you will have to pay.

There may be some who look at this and use it for the HR service delivery or they could use another HR application that looks cheaper, but they will be missing the point of having all of the information on a single platform.

What other advice do I have?

I manage an automation orchestration team. The focus of my team is external, not internal. The company uses ServiceNow. We are one of the largest and older consumers of ServiceNow. The members of my team have ServiceNow practice, infrastructure automation practice, could management platforms, containers practice, and DevOps. 

Our team is focused on helping other organizations adopt and adapt to ServiceNow.

ServiceNow is in the cloud, it's basically remedy in the cloud. ServiceNow doesn't get deployed unless you are a Federal Agency because they have their own data centers. ServiceNow only allows Federal Agencies to have their own instant data Center.

Make sure that you are big enough to afford it. If you have a small IT department, then ServiceNow is not for you. The problem is that you won't be able to afford it. You must be a mature enough and a large enough IT organization to start using it.

It doesn't just do IT things, it does more than that.

Make sure that you configure and not customize.

I would rate this solution an eight out of ten.

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
Avinash_Arepaka - PeerSpot reviewer
Technical Lead at a tech vendor with 10,001+ employees
Real User
Top 10
Streamlines task tracking, enhances communication transparency, and facilitates efficient issue resolution, making it a valuable tool for organizational workflow management
Pros and Cons
  • "It facilitates the monitoring of major incidents and provides insights into the effort expended to resolve each incident."
  • "It should include information on navigating various user interfaces for creating diverse requests directed to different teams."

What is our primary use case?

When we need to request a task from another team at my client's organization, we typically submit a request in ServiceNow. We provide all the necessary details through the ServiceNow platform, and any communication related to the request is documented in the form of comments. This approach ensures transparency by recording what was requested, actions taken by the assigned person, and the time taken to resolve the request. Using ServiceNow, we can easily track the progress of tasks, review the history of actions, and assess the workload of a specific individual over a given period, be it a week or a month.

What is most valuable?

It proves invaluable in tracking significant incidents within your work environment. It facilitates the monitoring of major incidents and provides insights into the effort expended to resolve each incident. This capability adds substantial value by allowing a comprehensive understanding of the incident resolution process and the associated resource allocation.

What needs improvement?

It should include information on navigating various user interfaces for creating diverse requests directed to different teams. Enhancing usability involves providing easy access to interfaces tailored for different types of requests across teams.

For how long have I used the solution?

I have been working with it for two years.

What do I think about the stability of the solution?

It is proven to be reliable; we have not encountered any issues with it.

What do I think about the scalability of the solution?

We have nearly one hundred to one hundred fifty users.

How was the initial setup?

The initial setup is relatively straightforward.

What other advice do I have?

It's effective, indeed. If you aim to monitor the number of issues you're handling and wish to understand the effort required to resolve them, this serves as an excellent ticketing tool. Overall, I would rate it eight out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Senior Desktop Analyst at Tech Mahindra
Real User
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.
PeerSpot user
Global Chief Information Officer/ Chief Technology Officer at Kidzania
Real User
It helps us track processes and build our knowledge base
Pros and Cons
  • "I think ServiceNow is highly stable. These kinds of tools are used in a big company, and I haven't seen any issues in terms of the core platform."
  • "It's a little expensive compared to other tools."

What is our primary use case?

I previously used the on-premise version of ServiceNow. It was a better fit for companies and banks because of their tech security protocols. But for my work with my current company, I am considering the cloud solution because we already have all the other software components in AWS.

What is most valuable?

The main features of ServiceNow that I use are incident approval management and the ability to link all the information we receive from the finance bureau service. We needed to track the different processes within the IT area and incident documentation. Then we gathered all the information and built a knowledge base. That's the central core functionality that I've been using, and I've seen immense benefits.

What needs improvement?

We are elaborating and defining the business processes, so I will believe that we will be able to avoid the older models for the second phase. But first, I wanted to have these incident and asset management models in place as a first phase of the implementation.

For how long have I used the solution?

I've been using ServiceNow for work I've done with various clients for around eight years. I first used it with Wal-Mart International, and then we used it for one event with Brolin Management. I recently worked with Santander Bank, where we used ServiceNow for all the incident and assets management. Now, I help implement different service management tools at my current company, including ServiceNow.

What do I think about the stability of the solution?

I think ServiceNow is highly stable. These kinds of tools are used in a big company, and I haven't seen any issues in terms of the core platform. However, if we need to customize something, that would be the point to focus on because this would be something new, not a part of the standard flow for the tool.

What do I think about the scalability of the solution?

I think ServiceNow is scalable in the short term. 

How are customer service and support?

The solution has some built-in monitoring capabilities, so we escalate cases as they come. But sometimes the response to our requests is delayed.

How was the initial setup?

Setting up ServiceNow is pretty standard because we want it to manage incidents and use it for other marketing, construction, and procurement areas. But, still, everything would be based on the different services we provide for their operations area. If you move forward with the cloud, I think the number of internal staff needed would be minor. It probably takes around two people to deploy and manage. In this case, we use some external consultants for all the development and maintenance.

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

For us, it's better to pay the licenses monthly, and I mean when we move ahead with the cloud deployment. I understand that the service includes hosting and licensing as a service as well as some downgoing costs probably. That will be all on the implementation side. It depends if we need some customization. We will need to consider that part as a consultancy. 

What other advice do I have?

I will rate ServiceNow nine out of 10 because it's a little expensive compared to other tools, but it's a very good product from a technical standpoint.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Buyer's Guide
Download our free ServiceNow Report and get advice and tips from experienced pros sharing their opinions.
Updated: March 2024
Buyer's Guide
Download our free ServiceNow Report and get advice and tips from experienced pros sharing their opinions.