ServiceNow Reviews

We use it for IT Service Automation, specifically for managing requests, network management, knowledge base management, problem resolution, and change control processes.

ServiceNow has enhanced the efficiency of our IT service management procedures. Currently, we utilize it to streamline request handling and centralize all requests within the ServiceNow platform. Additionally, we're exploring integration with Microsoft's pilot program, which will soon feature bots seamlessly linked with ServiceNow. We aim to consolidate all channels onto one platform, ensuring a streamlined process for all involved.

ServiceNow facilitates our incident response and resolution workflows, meeting nearly all of our requirements and KPIs.

We use ServiceNow's integration with the MDB, linking it with the MC for discovery decisions. Our database management is handled within ServiceNow.

Our integration of ServiceNow with existing systems and tools is progressing smoothly, primarily facilitated by APIs.

One of the advantages lies in the implementation of the ITIL process, which becomes more scalable and readily integrated within ServiceNow. With predefined processes, the transition is seamless and ensures efficiency moving forward.

It offers ready-built automation and simpler configuration for workflows.

Some features within ServiceNow have negatively impacted productivity, particularly in managing the entire process. Transitioning from Jira to ServiceNow has proven challenging for end users, as requests now involve multiple tasks, IBM numbers, and request numbers, which can be confusing. The ticketing system is also complex, causing confusion among teams and complicating reporting. Regarding incident management, while the process remains similar, end-user feedback indicates an overwhelming amount of unnecessary information, leading to confusion.

There is a need to enhance ticket details visibility on the portal, such as displaying SLA information, which currently requires development effort. Additionally, there's a need for line manager approvals, especially for requests like license procurement, which is currently managed via teammates. Developing a feature specifically for approvals could alleviate the need for additional licenses. There are challenges with SLA reporting due to SLAs being configured as tasks. This leads to difficulties in accurately reporting SLA compliance, as one ticket may have multiple SLAs. Addressing this issue would improve reporting accuracy.

I have been working with it for six months now.

The current setup is stable, yet there's a pressing need for continual enhancement in processes and procedures.

We are currently in the testing phase, so it's premature to conclude within just six or five months. While the capabilities are present, it may take more time to ascertain whether the system is fully functional and reliable. We have approximately seven thousand users, and the deployment spans across seventeen countries.

The technical support team consistently provides accurate responses to my inquiries, whereas the developer sometimes attempts to evade the support team's answers. In certain scenarios, I've received resolutions directly from the support team while the partner tries to manipulate the situation. I've maintained direct contact with the support team, who are proactive in providing solutions. Even when they don't have an immediate answer, they make an effort to provide guidance through articles, videos, and other resources. I would rate them nine out of ten.

I find little distinction between Jira and ServiceNow in terms of management data, as we initially opted for the standard license, which didn't impose limitations compared to Jira's standard license.

During the initial setup, I faced significant challenges with our partner developers as they struggled to grasp our requirements and insisted on their preferred approach rather than following our needs. Despite encountering difficulties during the development phase, we ultimately achieved our desired outcome. However, I believe that collaborating with different partners may have yielded better results.

The deployment, initially scheduled for six months, ended up taking approximately a year. Around three developers were in charge of it, who also handled maintenance tasks. Despite facing delays, we continued working with the same partner due to our familiarity with the environment.

We haven't seen a return on investment so far. However, there's potential for improved ROI as we develop, enhance, or onboard additional departments, which may lead to better outcomes.

The licensing expenses are excessively high. To illustrate, consider Jira, a platform we've utilized for ten years. Under a standard license model, we have been paying five times the cost compared to Jira, despite having an equivalent number of licenses.

The product itself is satisfactory, offering all the necessary features and functionalities. However, the quality of the outcome heavily relies on the competence and dedication of the developers. Without continuous oversight and intervention, the result may vary from excellent to subpar. Therefore, the success largely hinges on the capabilities and commitment of the developers or partners involved. Overall, I would rate it eight out of ten.

We use ServiceNow for configuration management. We're currently setting up the CMDB as well as the help desk.

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. 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.

I've been using ServiceNow in total for about four years.

The solution has not gone down yet.

So far, the scalability has been very good. We have not run into anything that we can't do yet.

We hired a company to do the initial deployment.

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.

I work in the compliance department at my company, and we use ServiceNow to manage our team members' tasks.

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. 

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.  

I have used ServiceNow for a month and a half.  

I rate ServiceNow nine out of 10 for stability. We haven't had any downtime except for platform maintenance and upgrades. 

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. 

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,

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. 

I rate ServiceNow eight out of 10. It's too expensive. 

We're currently considering Microsoft's SharePoint portal.

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. 

The most valuable features of the solution are the ease of use and the sensor for ticketing systems. In terms of the reports generated out of the metrics, specifically operational metrics, along with the dashboard, are very good in ServiceNow.

From an HR standpoint, if users can have a very integrated onboarding or offboarding process between ServiceNow and Workday, then it can give a very good employee experience.

I have been using ServiceNow for four years. I am a customer of ServiceNow.

I have had no issues with the tool breaking down or bugs. Stability-wise, I rate the solution an eight out of ten.

I had no issues using the tool's scalability feature. Scalability-wise, I rate the solution an eight out of ten.

In our company, we have formed an in-house ServiceNow support team to help us.

I have no experience with other solutions before ServiceNow.

The product's initial setup phase is a bit technical in nature.

The solution is deployed on the cloud.

The solution can be deployed in six to twelve months.

My company has a dependency on ServiceNow partners who can be part of the implementation process.

To those who plan to use ServiceNow, I would say that it is always good to use the system for case management. ServiceNow is a platform that allows a company's customers, including the employees and stakeholders, to connect with the services revolving around HR or digital technology.

I rate the overall tool an eight out of ten.

We use it for HR, IT, finance, and many other processes. A lot is automated with ServiceNow.

We use automation, SCMBB, incident management, problem management, change management, VM access management, and more.

There is room for improvement in price. 

I have been using it for more than five years now. 

It is highly stable solution. 

The scalability is low. There are around a thousand end users using this solution. I used it daily.  It's core to our operations.

We always get good support.

Positive

We used an internal, self-coded solution. We needed more features and functions, like CDP and other integrated solutions for broader support.

I would rate my experience with the initial setup a six out of ten, with ten being easy. Not super easy, but not super difficult either.

Overall, deployment took us a few days. It's still ongoing as we integrate with internal systems, but the core setup was quick.

It directly connects to our main database for authorization and asset storage. It's also part of our ERP system and connects to various management systems. We have a lot of systems that connect to ServiceNow.

We always use an integrator. Around five engineers from the integrator. 

Two or three engineers manage it.

I would rate the pricing a six out of ten, with ten being expensive. 

It's the best for me. I would rate the solution a ten out of ten. 

We began by providing internal and customer advisory services, focusing on ITSM. We replaced products from IBM, HPE, and BMC, migrating customers to the ServiceNow ITSM platform. In some cases, we also transitioned customers to ITOM after stabilizing the ITSM product. This initiative started around 2015 and continued into 2016 and 2017,

ServiceNow has been implemented to streamline team workflows across different departments in our company. Users, including traveling leaders, were able to approve requests and authorize additional rights through the mobile platform. 

Subsequently, we integrated HR, cybersecurity, and other teams into the workflow for employee onboarding and offboarding. The system proved particularly beneficial for managing employee movements between projects and departments. 

In incident and problem management, we find ServiceNow's ISO compliance features to be highly valuable. The system manages the entire process, ensuring compliance with ITSM standards, and providing a complete audit trail that is useful for auditors and certifying authorities. Another significant benefit is the integration capabilities of ServiceNow's IT workflows.

ServiceNow's ease of use allowed us to establish numerous shared services. Various critical transactions, as well as routine service requests and queries, were migrated to the shared ServiceNow platform. This transition freed up resources in HR, finance, procurement, and IT administration, enabling our staff to focus on more meaningful tasks.

The tool's ITOM products are useful. 

The challenge with ServiceNow lies in its expansive portfolio of services. It can be complex, and users may find it expensive and challenging to understand. There is a need for a configurator within ServiceNow that guides users on how to utilize the tool effectively. This configurator should provide insights into licensing, team requirements, and the best licensing model based on whether companies prefer ownership or consumption-based models.

ServiceNow has been deployed in both on-premises and cloud environments. However, the cost of using ServiceNow, especially for IT Operations Management is high. This expense has led customers to explore alternatives such as Freshdesk or other products in the market.

I have been using the product for ten years. 

I rate the tool's stability an eight out of ten. One challenge with ServiceNow is occasional failures and availability issues, although they are rare. In case of critical operations being impacted, there is no recall available.

I rate the solution's scalability a nine out of ten. 

The tool needs to improve its documentation and the providers need to stay updated with all the offerings. The certification process of service providers should be reviewed as not all of them are up to date with ServiceNow offerings.

Neutral

I rate the product's deployment a six out of ten. Its deployment depends on factors such as the customer's existing backend setup and the organization of their data. For a fresh implementation, it can be fast and straightforward. However, if data migration and the creation of custom workflows and integrations are involved, it can take longer.

I rate the solution's pricing a six out of ten. The pricing for ServiceNow is based on a SaaS platform with annual contracts. However, it may not offer much flexibility for adjusting usage in the short term.

The solution is suitable for enterprises. It is not advisable for small and medium businesses. The tool comes with a developer's toolkit which offers integration possibilities. It goes beyond traditional IT functions, becoming a business solution used across various departments. With its development capabilities, ServiceNow facilitates applications in core functional areas, such as operations.

ServiceNow is good for many types of business needs and is better than older products. However, it faces tough competition from newer platforms. ServiceNow keeps getting better with new features, but its value may change. Automation is easier now, and people who use it are more familiar with technology.

I rate the overall product a seven out of ten. 

We use a ServiceNow for ticketing.

We support multiple use cases across several tracks: the database, middleware, ETL, and Abolition track. As a DevOps team, when we receive requirements from the production team related to production issues like memory or infrastructure upgrades, we initiate the process by raising a ticket, an incident, and a change request.

For example, when we procure new servers, whether physical or managed VMs. We submit a change request for the Go-Live, including business tasks requiring approval from different teams, such as our L3 support and service delivery teams. Once all tasks are approved, the appropriate group of approvers authorizes the change. The change occurs during the weekend, provided it falls within the green zone, which refers to a maintenance window designated by the support team. This will follow the same process for submitting a change request. For certain incidents, we also need to raise a separate incident request. For example, if we need to check the table space in the database, we might have to raise an incident to request access or additional permissions.

ServiceNow is a lightweight utility. You can always customize it, which filters out your data and gives it to you based on the selected filters.

As a team lead, the functionality I use most is reporting, where I pull reports on overdue changes to ensure no SLA breaches. Self-service is another feature. The change management feature is crucial, allowing me to track all changes requested or coordinated by my team. Lastly, incident management is also a key feature I use frequently.

We are not supposed to access outside our network.

I have been using ServiceNow for two years.

The product is stable.

I rate the solution’s stability a nine out of ten.

Even if it's a new user, it's a very easy tool for anyone to get hands-on quickly. It is a very user-friendly user tool.

I rate the solution’s scalability a seven out of ten.

I have used BMC Remedy.

We have to submit a marketplace ticket, and it gets installed automatically. So, it's a very smooth and lightweight process.

Our organization uses a bot that interacts with ServiceNow, which helps us create ticket templates. ServiceNow doesn't have AI integrated into our current setup.

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

We use the product as an incident management tool and receive alerts via email. 

In my experience, ServiceNow's most valuable feature is its flexibility. If you have a DevOps or development team, you can customize it to meet your specific needs. The tool's dashboard categorizes incidents, making managing it much easier.

The installation and deployment of ServiceNow can be a bit challenging. One major issue I've encountered is that ServiceNow doesn't provide the same mobile responsiveness or features that we used to enjoy with other tools. For example, with Splunk, our response times were about five minutes, and we could manage alerts and incidents directly from our mobile devices.

Our development team has been trying to implement similar functionalities in ServiceNow for the past three to four months, but so far, these features have not been successfully integrated. Splunk even provides a wireless call feature from the mobile. 

I have been using the product for three years. 

The tool is scalable. My company has 80 users. 

We haven't contacted the technical support team yet. 

The solution is expensive. 

If you're starting with ServiceNow, you don't need to worry too much about documentation or complex setups at the beginner level; it's not overly difficult. I'd advise you to start exploring it. Focus on customizing your homepage to suit your needs using ServiceNow's filters. For instance, if your homepage currently displays twenty fields, you can adjust the filters to show only the five to ten fields most important to you.

I rate it a nine out of ten.