We use ServiceNow for ticketing, integrations, automation, and event management.
Solutions Architect at Quintica
A scalable solution used for ticketing, integrations, automation, and event management
Pros and Cons
- "The flow designer feature of ServiceNow has had the biggest impact on our productivity because it has helped me reduce manual efforts by creating automation and robotics."
- "The solution's user experience could be improved concerning its UI and portals."
What is our primary use case?
What is most valuable?
The solution has an innovative technology that keeps on changing. The flow designer feature of ServiceNow has had the biggest impact on our productivity because it has helped me reduce manual efforts by creating automation and robotics. The solution's automation capabilities save time for our customers by resolving issues quickly and reducing human intervention.
The solution's integration with existing tools is quite straightforward. The way they set up the integration using the low-code/no-code model is very straightforward, and any developer can pick it up easily.
What needs improvement?
The solution's user experience could be improved concerning its UI and portals.
For how long have I used the solution?
I have been using ServiceNow for more than three years.
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What do I think about the stability of the solution?
We have mostly faced stability issues for the on-premises model. We haven't faced any downtime for the SaaS version.
What do I think about the scalability of the solution?
ServiceNow is a scalable solution. We have different customers using ServiceNow, with more than 100, 500, and 1,000 user bases.
How are customer service and support?
The solution's overall technical support is quite good. Sometimes, the technical support team lacks understanding of the issues.
I rate the solution’s technical support seven and a half out of ten.
How would you rate customer service and support?
Neutral
How was the initial setup?
The solution’s initial setup is very straightforward.
What about the implementation team?
The solution's on-premises deployment depends on the customer's requirement. It depends on how exactly the customers want to set it up in terms of users, what modules they want to integrate, and what integrations they want to have. An out-of-the-box deployment will take a week's time. The solution's SaaS model is already pre-bundled. You just need to switch it on and start working on it. You can start working on the solution's SaaS model in a day.
What was our ROI?
Our customers are extremely happy with their return on investment with ServiceNow.
What's my experience with pricing, setup cost, and licensing?
ServiceNow's pricing is comparatively higher than Helix's.
Which other solutions did I evaluate?
ServiceNow is interactive, user-friendly, and easier to set up than Helix. It adds a lot of modules integrated within the tool, and you don't need to have different components installed separately, like Helix.
What other advice do I have?
ServiceNow provides the best practices to streamline our IT service management processes. We have customer processes, and the tool helps to follow the process and reduce the meantime and resolution.
I work with both the on-premises and cloud versions of ServiceNow. The on-premises model requires some resources because we have to maintain the databases and applications. We don't require any resources for the solution's SaaS version.
Maintaining the on-premises model has its own challenges. It's a little bit difficult unless you know how the whole technology works. We don't need to worry about any maintenance for the SaaS version.
Overall, I rate ServiceNow a nine out of ten.
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner

Solutions Architect at Globant
Workflow automation solution that offers ROI from three months of implementation
Pros and Cons
- "Operations and maintenance costs have been reduced using this solution. We have been able to deliver faster solutions to our customers and track progress using live data."
- "Before implementing this solution, you should have the ITSM model in place for chain management requests. That is a prerequisite because you cannot perform tasks without it."
What is our primary use case?
Many organizations use this solution for event management. They integrate their monitoring systems with ServiceNow for events and incidents. ServiceNow is also used for the automation of tasks such as the launching of AWS or Azure.
How has it helped my organization?
Operations and maintenance costs have been reduced using this solution. We have been able to deliver faster solutions to our customers and track progress using live data.
What is most valuable?
ServiceNow is a platform you can use to build an ecosystem. It will help your finances models and can be used for ITSM and ITBM.
For how long have I used the solution?
I have been using ServiceNow since 2010.
What do I think about the stability of the solution?
This is a stable solution.
What do I think about the scalability of the solution?
This is a scalable solution.
How are customer service and support?
This solution offers good customer support. If there are any issues, their engineers will guide you on how to solve it.
How would you rate customer service and support?
Positive
How was the initial setup?
I am an expert and know how to gather requirements and complete implementations. The initial setup is not complex but someone who is new to this technology, may need assistance from an expert. The time it takes to deploy the solution depends on an organization's requirements. If they want to only implement event management, the timeline would be shorter.
We required an internal architect for implementation and one project manager to maintain the solution. We needed four ServiceNow senior developers and a ServiceNow QA for testing. For a bigger organization, you would need six people. This depends on the number of completion items. If you are using between 100 to 200 completion items, it is easier and you may need fewer people for installation. If you have more than 40K completion items, you would need six to 10 people.
What was our ROI?
We have seen a return on investment within three to six months when using this solutions.
What's my experience with pricing, setup cost, and licensing?
The licensing cost is based on your partnership with ServiceNow and what you have selected for implementation. There is an annual license cost which is calculated based on your number of devices.
You cam purchase ServiceNow for approximately $60 along with one additional day environment, one pro and one day. The ITSM license will be calculated based on the end user and is free of charge. It depends if you are purchasing the enterprise ITSM or standard ITMS. Once you connect with the ServiceNow account manager, they can explain exactly how this will work for your business.
What other advice do I have?
Before implementing this solution, you should have the ITSM model in place for chain management requests. That is a prerequisite because you cannot perform tasks without it.
I would rate this solution a seven out of ten.
Which deployment model are you using for this solution?
Hybrid Cloud
Disclosure: My company does not have a business relationship with this vendor other than being a customer.
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Assistant Manager at Wipro Limited
Has versatile features, streamlined workflows and excellent scalability
Pros and Cons
- "The most impactful feature in our day-to-day operations is the ticket status, which provides crucial visibility into the progress of each resource or incident."
- "The user interface for accessing assistance sometimes disconnects."
What is our primary use case?
ServiceNow is a powerful tool, but to utilize its features most efficiently, it requires proper fine-tuning and design. When developed according to specific requirements, it becomes an excellent solution for ticketing and reporting management, offering enhanced capabilities for streamlined operations.
How has it helped my organization?
ServiceNow optimizes our IT service management processes through its knowledge base feature. This repository contains solutions and insights into challenges encountered during request or incident resolution. A select group reviews and collects this knowledge to analyze how it can streamline processes or enhance user interfaces, such as creating simplified catalogs for quicker request submission. Integration with ServiceNow ensures that every request or incident benefits from this knowledge, enabling faster delivery through automation. Focusing primarily on requests and incidents, which are the most common user interactions, leveraging the knowledge base in this manner significantly contributes to refining and fine-tuning operations management.
ServiceNow significantly enhances our workflow efficiency, as demonstrated by a straightforward example of adding a user to a group. Through analysis of over a thousand requests, primarily for server or file share access, we identified the top ten groups frequently requested. Utilizing this insight, we implemented backend automation scripts integrated into ServiceNow's action tasks. Now, when users request access to a file share or server, they select from a dropdown menu of the top ten file shares, streamlining the process. The automation prompts users for necessary information, such as their ID and approvals email, before swiftly granting access within one to two minutes. Previously, such requests could take up to twenty minutes or even a day due to lack of clarity. However, with this automated workflow, users have predefined options, reducing confusion and minimizing errors. Additionally, the system captures requests not covered by the predefined options, allowing us to monitor and address emerging needs effectively. This improvement has significantly reduced the occurrence of errors and escalations, leading to smoother service delivery.
ServiceNow portal has significantly enhanced our user experience and service delivery, particularly through its advanced reporting system. This system allows us to gather feedback and insights, such as the number of pending items assigned to individuals, reasons for delays, and the status of updates. The reporting capabilities within ServiceNow enable us to conduct in-depth analysis of ticket resolutions quickly and efficiently, facilitating improved decision-making and operational efficiency.
ServiceNow's reporting and analytics functionalities significantly contributed to decision-making processes, earning a rating of eight out of ten.
Although I lack extensive experience with it, I find that ServiceNow is generally straightforward to integrate.
What is most valuable?
The most impactful feature in our day-to-day operations is the ticket status, which provides crucial visibility into the progress of each resource or incident. Whether it's marked as pending for a vendor or awaiting user information, this status allows us to understand precisely how long a particular request has been waiting and for what purpose.
What needs improvement?
Improving the quality of consulting services is essential and can lead to significant enhancements. The user interface for accessing assistance sometimes disconnects.
What do I think about the stability of the solution?
In terms of stability, there may be occasional hiccups, but they are not overly frequent.
What do I think about the scalability of the solution?
Scaling up is effortless, as evidenced by the platform's adoption by approximately thirty thousand users.
How are customer service and support?
The technical support provided is satisfactory, but there is room for improvement, particularly in the consulting aspect. I would rate it eight out of ten.
How would you rate customer service and support?
Positive
What about the implementation team?
While I'm not deeply involved in the deployment process, with careful planning and architecture, the complexity can be minimized.
Maintaining the system isn't straightforward. It requires essential knowledge and a support team well-versed in the product. The size of the support system, with a minimum of ten staff members, is recommended to adequately support the service.
What's my experience with pricing, setup cost, and licensing?
The pricing is reasonable and affordable, making it suitable for businesses ranging from small to large scale.
What other advice do I have?
ServiceNow is a versatile solution suitable for businesses of all scales, from small to large enterprises. My advice to others considering its use would be to thoroughly understand the product's capabilities before implementation. Aligning these capabilities with your specific requirements ensures optimal utilization of the features available, facilitating efficient management and future scalability. Overall, I would rate it eight out of ten.
Disclosure: My company does not have a business relationship with this vendor other than being a customer.
Devops Engineer at a manufacturing company with 10,001+ employees
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.
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: My company does not have a business relationship with this vendor other than being a customer.
IT Specialist at a government with 10,001+ employees
Has good flexibility, we can modify it to do what we need it to do
Pros and Cons
- "Flexibility is the most valuable feature of ServiceNow, that is, being able to modify it to do what we need it to do."
- "The biggest complaint I have is that the ServiceNow search engine is not very robust."
What is our primary use case?
We use ServiceNow for configuration management. We're currently setting up the CMDB as well as the help desk.
What is most valuable?
Flexibility is the most valuable feature of ServiceNow, that is, being able to modify it to do what we need it to do.
What needs improvement?
The biggest complaint I have is that the ServiceNow search engine is not very robust. The term has to be typed correctly. It has to be exact. For example, if you misspelled a term in Google, it will give you suggestions indicating that this is what you may have been looking for. ServiceNow does not do that. I would like to see something like that. It would make it a lot better and a lot easier to use.
For how long have I used the solution?
I've been using ServiceNow in total for about four years.
What do I think about the stability of the solution?
The solution has not gone down yet.
What do I think about the scalability of the solution?
So far, the scalability has been very good. We have not run into anything that we can't do yet.
What about the implementation team?
We hired a company to do the initial deployment.
What other advice do I have?
My advice would be to have a good plan to start with. There's a lot you can do with ServiceNow. Therefore, plan out what you want to do, and then you can always revise your plan. Don't go in there blind, but know what it can do.
On a scale from one to ten, I would rate ServiceNow at eight. I'm very satisfied with it, but there's always room for improvement.
Disclosure: My company does not have a business relationship with this vendor other than being a customer.
Program Architect at Afiniti.com
The workspace feature helps us manage multiple projects, but it's not as user-friendly as some solutions
Pros and Cons
- "I like ServiceNow's Workspace feature. With Jira, we had to edit a ticket by going into it. We couldn't perform edits from within the project plan. ServiceNow allows you to edit everything from one screen. It's like an Excel spreadsheet, but Jira requires you to drill down into the ticket. ServiceNow is more convenient if you are working on multiple projects and workflows."
- "We can't update bulk tickets using a simple query language. Jira lets us update hundreds of tickets with one command. In ServiceNow, you need to select each task separately to close them. The dashboards could also be more user-friendly. Monday.com has better dashboards."
What is our primary use case?
I work in the compliance department at my company, and we use ServiceNow to manage our team members' tasks.
How has it helped my organization?
ServiceNow helps us deliver projects on schedule. When we start a new project, we share the deadlines with the various team members, and they perform their assigned tasks.
What is most valuable?
I like ServiceNow's Workspace feature. With Jira, we had to edit a ticket by going into it. We couldn't perform edits from within the project plan. ServiceNow allows you to edit everything from one screen. It's like an Excel spreadsheet, but Jira requires you to drill down into the ticket. ServiceNow is more convenient if you are working on multiple projects and workflows.
What needs improvement?
We can't update bulk tickets using a simple query language. Jira lets us update hundreds of tickets with one command. In ServiceNow, you need to select each task separately to close them. The dashboards could also be more user-friendly. Monday.com has better dashboards.
For how long have I used the solution?
I have used ServiceNow for a month and a half.
What do I think about the stability of the solution?
I rate ServiceNow nine out of 10 for stability. We haven't had any downtime except for platform maintenance and upgrades.
What do I think about the scalability of the solution?
I rate ServiceNow 10 out of 10 for scalability. ServiceNow is a highly scalable platform that can work for large enterprise. We have around 1,000 employees, and we use it heavily. Scalability is never an issue.
Which solution did I use previously and why did I switch?
We previously used Jira and Monday. Monday is user-friendly and interactive. It's more appropriate for beginners. ServiceNow is better for professional teams who have some knowledge and experience. Monday is accessible and intuitive. It's easy to create dashboards,
How was the initial setup?
I wasn't part of the deployment, but I believe it was straightforward because ServiceNow is a cloud-based application. The initial planning took about three months, but the deployment only took one or two weeks.
What's my experience with pricing, setup cost, and licensing?
I rate ServiceNow eight out of 10. It's too expensive.
Which other solutions did I evaluate?
We're currently considering Microsoft's SharePoint portal.
What other advice do I have?
I rate ServiceNow seven out of 10. ServiceNow is better than competing solutions we've used like Jira and Monday.com, and they're working hard to improve organizational processes. They're doing a great job. I would recommend them. Their technical support and deployment team are better than the solution itself. They understand how to refine processes to help you perform better.
Disclosure: My company does not have a business relationship with this vendor other than being a customer.
Chief Manager E&I at a manufacturing company with 5,001-10,000 employees
User-friendly interface and can be used as a helpdesk
Pros and Cons
- "The solution has a user-friendly interface."
- "I would like to see a mobile version of ServiceNow."
What is our primary use case?
We are using ServiceNow as a helpdesk.
What is most valuable?
We are using ServiceNow as a helpdesk. If I have any issues, I just raise a request. It is a very nice tool for communicating with my headquarters team. The solution has a user-friendly interface.
What needs improvement?
I would like to see a mobile version of ServiceNow.
For how long have I used the solution?
I have been using ServiceNow for five years.
What do I think about the stability of the solution?
I rate the solution’s stability ten out of ten.
What do I think about the scalability of the solution?
Approximately 10,000 users use the solution at our headquarters. Apart from that, we have 15 subsidiaries with 2,000 more users. In total, around 12,000 users use ServiceNow.
I rate the solution a nine out of ten for scalability.
Which solution did I use previously and why did I switch?
I have previously used ManageEngine. ServiceNow is better than ManageEngine in terms of scalability.
What other advice do I have?
The solution is installed on our cloud server. We can access it from anywhere, and it works smoothly. Would recommend ServiceNow to other users.
Overall, I rate the solution ten out of ten.
Disclosure: My company does not have a business relationship with this vendor other than being a customer.
Technical Lead at a tech vendor with 10,001+ employees
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: My company does not have a business relationship with this vendor other than being a customer.

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