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.

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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
Director de Servicios Profesionales at a tech services company with 11-50 employees
Real User
Top 10
Gives freedom to change processes and offers advanced automated solutions for a change advisory board
Pros and Cons
  • "For change management, I find the CAB workbench very useful. I haven't seen any other solution that has a CAB workbench or advanced automated solutions for a change advisory board. ServiceNow also has the Workflow Engine which works very well and is very intuitive."
  • "This solution needs to be improved for global use. Currently, it's very oriented to the processes and needs of the US customer base, like their compliance solution or GRC (Governance, Risk, and Compliance), and not so much for customers from other parts of the world. Some users may like the things that ServiceNow is improving, but those are very oriented to users based in the United States and Europe."

What is our primary use case?

We use this solution mostly for ITSM, but we also have customers who use it for customer service management and item discovery.

What is most valuable?

The features I found most valuable in this solution are usually also found on other platforms like the Visual Task Boards.

For change management, I find the CAB workbench very useful. I haven't seen any other solution that has a CAB workbench or advanced automated solutions for a change advisory board. That's one of the perks of ServiceNow. Other perks include the Visual Task Boards and the Virtual Agent. ServiceNow also has the Workflow Engine which works very well and is very intuitive. Some of the development tools give you a lot of freedom in terms of changing processes. That's what we like.

What needs improvement?

This solution needs to be improved for global use. Currently, it's very oriented to the processes and needs of the US customer base, like their compliance solution or GRC (Governance, Risk, and Compliance), and not so much for customers from other parts of the world. Some users may like the things that ServiceNow is improving, but those are very oriented to users based in the United States and Europe.

In Latin America which is the geographical region we work in, it's not very useful. Some of the customers are more interested in other solutions. Sometimes they put aside ServiceNow because it is focused on the needs of the customer base in Europe and the US. This is one of the disadvantages I see.

Another disadvantage is the level of maturity that the customer has to have to get value from a solution like ServiceNow. The customer needs to have a great level of maturity. A company that is starting its journey with ITSM wouldn't find ServiceNow very useful, because sometimes there's a considerable amount of code you need to know to be able to implement ServiceNow. This will depend on the complex needs that a customer may have, for the customer to find ServiceNow as a useful solution. Depending on the level of maturity they have, they would need that amount of customization. I don't see the need for coding as a problem. The problem I see is that the level of maturity that the customer needs to have is high.

There's quite a lot of features in ServiceNow. Currently, we haven't had any sort of need that ServiceNow and the features that they already have, don't resolve. There's no feature that I can think of right now that I'd like to be added in the next release.

There are some guidelines that ServiceNow has that automate the implementation, but they're available only for ITSM and ITOM. It would be good if those automated guidelines are also made available for other ServiceNow solutions like customer service management, configuration management, and asset management.

Another area for improvement is the lack of clarity in terms of how this solution is licensed. It is usually very complicated for customers to know how they are being charged for the licenses that they consume. In most of the ServiceNow solutions, this problem is persistent.

For how long have I used the solution?

There might be some bias because we are ServiceNow partners and we're also Freshworks partners. We're not users. We're partners. We implement both solutions for customers.

We used cloud-based deployment.

We've been working with ServiceNow for quite some time.

Which other solutions did I evaluate?

I evaluated BMC.

What other advice do I have?

Some of the customers are interested in Acquire when they think of ServiceNow.

My advice to others looking into implementing ServiceNow is for them to really know what the objective of the implementation is: what they're trying to fix and what problem they're trying to solve. They have to be very conscious of these things because if they are not, the solution may not be a good fit. It's going to be too big of a problem to solve. They need to have a high level of maturity to get everything they need from a platform like ServiceNow.

I'm rating this solution a nine out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
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Director of IT at a local government with 201-500 employees
Real User
Top 20
Scalable, extremely efficient, and integrates well with other solutions
Pros and Cons
  • "The workflow makes things extremely efficient and it improves effectiveness."
  • "It became kind of complex to set it up without a general lack of knowledge of the particular feature-function capabilities. Features and capabilities could have been explained better to the end-users."

What is our primary use case?

We primarily use the solution for change management and program management. Let's say, for example, if someone across our state needs a license. My team will send the request to me and I would approve it. For other tasks, they might send me a ticket and I would either approve it or add additional comments, however, that's it. 

How has it helped my organization?

The workflow and the general effectiveness of the processes have helped improve how our organization functions.

What is most valuable?

The workflow makes things extremely efficient and it improves effectiveness.

The product integrates well with other solutions. 

The stability has been very good so far.

We have found that the product can scale. 

Technical support has been helpful.

What needs improvement?

One of the areas that need improvement is when the product was implemented, they did not do a very good job of explaining all these features and functions, and capabilities of the tool. That could have been an implementation issue on our organization's side. This could have happened by not including end-users in order to get their input or to understand what this tool offers. It was kind of just pushed out. For example, while the tool could potentially do a hundred things, only 20 of the capabilities were explained. The other 80 we have to figure out on our own. It could have been explained and rolled out better, however, that could have been just an implementation issue on our side as well.

It became kind of complex to set it up without a general lack of knowledge of the particular feature-function capabilities. Features and capabilities could have been explained better to the end-users.

For how long have I used the solution?

I have used the solution for about a year.

What do I think about the stability of the solution?

The stability is good. There are no bugs or glitches. It doesn't crash or freeze. It's reliable. 

What do I think about the scalability of the solution?

The product definitely can be scaled. We're working now to integrate it with other workflow products, so it's definitely scalable.

How are customer service and technical support?

We've dealt with technical support in the past. We have a service desk. Since it's on-prem, it's been pretty good. Tech support has been helpful and we have no complaints. 

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

We did previously use a different solution, however, with ServiceNow, we find that it offers better scalability, ease of use, features, and functions.

How was the initial setup?

My team did not implement ServiceNow, we do not maintain it and we do not service it. We just use the product.

I don't know what they had on the setup and the implementation part in terms of setting up servers and configuring servers and things like that. I don't know what that entails. We just know when we got it, we got a product. So what difficulties they might've had setting in up with, I don't know. I can't speak to that.

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

I don't handle any aspect of the payments or licensing process. I can't speak to it from personal experience. 

What other advice do I have?

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

I go in and approve service tickets, however, I am not a hardcore user of that platform. My team sends me a request, I open it up and I review the ticket and I approve it, and then it moves on. I don't follow the workflow or anything like that.

Our team uses the most recent version of the solution.

I would advise potential new users to make sure that in that user community, end-users are involved in the implementation from beginning to end and make sure that the end-users fully understand the features and capabilities of the tool before it is implemented across an organization. Their involvement is key to a successful implementation and very important.

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

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
JoseQuintero1 - PeerSpot reviewer
Senior Services Manager at a tech services company with self employed
Real User
Top 5Leaderboard
Multifeatured cloud-based platform for automating work tasks; offers good technical support and a straightforward setup
Pros and Cons
  • "ServiceNow is a cloud-based platform, so people won't need to worry about investing on hardware to host it. Being on the cloud, it is available 24x7. It's scalable, stable, and multifeatured, with a straightforward setup and good technical support."
  • "There's always a room for improvement in terms of the ServiceNow UI. For customers, the UI is something that is a continuous improvement."

What is our primary use case?

ServiceNow can be deployed for everything, in terms of ITSM, CSM, facilities management, HR, financials, CMDB, asset management, and orchestration. You name it. It's really used for everything.

What is most valuable?

What I found most valuable in ServiceNow is that it's a cloud-based platform, so people won't need to worry about investing on hardware to host it. Being a cloud-hosted platform also means ServiceNow is available 24x7 on any internet-connected device. You can also try the platform for free by grabbing a free developer instance from the ServiceNow website.

Customization, data import and export, and data backup are also features I found most valuable in ServiceNow.

What needs improvement?

There's always a room for improvement in terms of the ServiceNow UI. For customers, the UI is something that is a continuous improvement, so the UI would be the only thing in the platform that needs improvement.

For how long have I used the solution?

I've been a partner of ServiceNow for three years now.

What do I think about the stability of the solution?

ServiceNow is a stable platform.

What do I think about the scalability of the solution?

ServiceNow is a scalable platform.

How are customer service and support?

I find the technical support for ServiceNow good. It's rock solid.

How was the initial setup?

The initial setup for ServiceNow was straightforward.

What was our ROI?

I don't have the numbers on the ROI from ServiceNow, but we have experienced ROIs from some of our customers ranging between six months and one year, depending on the models they have.

What other advice do I have?

I'm dealing with the new version of ServiceNow: San Diego, and I'm also dealing with its previous version: Rome.

I find ServiceNow a solid platform, and I can't think of any area for improvement. If anything, the San Diego version is even better than the Rome version, and Rome has been solid, so I wouldn't change anything about ServiceNow.

The maintenance of the platform is automatic, but for maintenance in terms of fixing or reconfiguring things inside ServiceNow, we offer professional services for that. For maintaining one project, we need 10 dedicated maintenance personnel, out of the 21 maintenance personnel we have within our company.

My advice to anyone looking into implementing ServiceNow is "Go for it", especially because the platform does everything. ServiceNow is a system of record. It's really everything, e.g. everything is a record today. A ticket is a record, an asset is a record, a bill or an invoice is a record. Everything is a record in a giant database.

The platform is also cloud-based, so people don't even need to think about investing on hardware to host the platform. The platform is hosted on cloud, so it's available 24x7, on any device that has an internet connection, e.g. laptops, computers, mobile phones, etc.

If people need to try ServiceNow, they can enter the developer mode in servicenow.com, and just grab a free developer instance for a couple of weeks and give it a try at no cost. ServiceNow is a no-brainer.

I cannot think of anything that needs to be improved in the platform, because if there is something that ServiceNow does not do out of the box, it offers a way or a means for you to build it from scratch in the application builder. Even if the platform would not offer something commercially available to be deployed with no hassle, e.g. without the need for building it by yourself, or programming it by yourself, or hiring someone to do it for you, it has the means to create it almost codeless. It already has sufficient customizations. It has data import and export, including data backup features. I cannot think of anything that ServiceNow cannot do at the moment.

I'm rating ServiceNow nine out of ten, only because I never give a ten to anything.

Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
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PeerSpot user
Advisor at a energy/utilities company with 201-500 employees
Real User
Awesome support, good stability, provides visibility, and helps us in meeting our SLAs
Pros and Cons
  • "It enables us to meet SLAs, track issues across the environment, and report those issues."
  • "The level of complexity and the level of discovery are the two areas that can be improved. Its UI needs to evolve. They focus a lot on cool colors and other little things, which don't bring value in terms of functionality. They need to focus less on presentation and more on the functionality within the UI. Its discovery mechanism should be improved. There is a component in ServiceNow that discovers the assets, but it doesn't do an immediate discovery, and there is a lag. If I want to open a ticket for a laptop or an asset, that asset needs to exist within ServiceNow for me to be able to say that I need to have its disk space or memory increased. It is referred to as a CI or configuration item in ServiceNow. Sometimes, ServiceNow doesn't discover these items, and as a result, I cannot open a ticket and tag that system or asset. If a system was introduced to the environment last week and it is still not listed, it becomes a problem. I will either have to wait or manually enter that system or asset. So, if I have a laptop with only 8 GB of memory and I want to request 16 GB of memory, I won't be able to do that in ServiceNow because my system or asset hasn't been discovered yet. Discovery is not immediate, and there is a lag."

What is our primary use case?

This solution is used for ticketing, reporting, and changes as well as for operations and incident handling. We always use one version prior to the latest one within the environment.

How has it helped my organization?

It provides us visibility into how we're responding to business needs. If somebody requests a new user account, a new computer, or something else, there are SLAs that have been agreed upon between different departments and business organizations. We can run weekly and monthly reports to get visibility into how we're responding to business needs.

What is most valuable?

It enables us to meet SLAs, track issues across the environment, and report those issues.

What needs improvement?

The level of complexity and the level of discovery are the two areas that can be improved. Its UI needs to evolve. They focus a lot on cool colors and other little things, which don't bring value in terms of functionality. They need to focus less on presentation and more on the functionality within the UI.

Its discovery mechanism should be improved. There is a component in ServiceNow that discovers the assets, but it doesn't do an immediate discovery, and there is a lag. If I want to open a ticket for a laptop or an asset, that asset needs to exist within ServiceNow for me to be able to say that I need to have its disk space or memory increased. It is referred to as a CI or configuration item in ServiceNow. Sometimes, ServiceNow doesn't discover these items, and as a result, I cannot open a ticket and tag that system or asset. If a system was introduced to the environment last week and it is still not listed, it becomes a problem. I will either have to wait or manually enter that system or asset. So, if I have a laptop with only 8 GB of memory and I want to request 16 GB of memory, I won't be able to do that in ServiceNow because my system or asset hasn't been discovered yet. Discovery is not immediate, and there is a lag. 

For how long have I used the solution?

I have been using this solution for around four years.

What do I think about the stability of the solution?

It is a stable solution.

What do I think about the scalability of the solution?

We're a small company with less than 10,000 endpoints. I would be able to tell you about scalability only if we had more endpoints, such as over 100,000. Currently, its usage is 100% because everybody is using the tool. On a daily basis, we have less than three percent usage, which would be 300 use cases on daily basis.

How are customer service and technical support?

They are awesome and great. I wrote the API bidirectional connector from Splunk to ServiceNow, and I've worked with them, and they are awesome.

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

I have been with this company for four years. When I came into the company, this solution was already in place.

What about the implementation team?

I was not here when implementation was done, so I can't provide information about the challenges that had to be overcome when the solution was implemented, but I do know that it was implemented by a third party called Accudata. We did not implement it in-house. It was a managed service initially.

What other advice do I have?

I would advise having a close relationship with the people who are implementing it and staying on top of it. You should meet every day to address any problems that are encountered. 

I would rate ServiceNow an eight out of ten.

Which deployment model are you using for this solution?

Hybrid Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Director Delivery and ServiceNow Practice Lead at a computer software company with 51-200 employees
Real User
Top 5
Straightforward to setup with a low-code approach and offers excellent ROI potential
Pros and Cons
  • "ServiceNow is an industry leader in multiple areas and provides an excellent ROI."
  • "Like all other IaaS, PaaS, and SaaS subscription cloud providers, ServiceNow is constantly improving by building new capabilities to expand the breadth and depth of its offerings while increasing its activities with partners to build more capabilities."

What is our primary use case?

We primarily use the solution in a variety of ways, including the NOW platform (CMDB, Workflows, Service Portal, Service Catalog, Reporting), Custom AppDev, SecOps (Vulnerability Response with Tenable integration and Security Incident Response), Governance Risk and Compliance (GRC), IT Service Management (ITSM), IT Asset Management (ITAM), IT Operations Management (Service Mapping, Discovery, Event Management), IT Business Management (including Project Portfolio Management (PPM)), HR Service Delivery (HRSD), Software Asset Management (SAM), and Facilities Service Management (FSM).

How has it helped my organization?

We can now transform operations from excel spreadsheets and emails to a central system of record/truth. ServiceNow can either replace or integrate with a prospect/customer's existing solutions - especially if such integrations are common.

ServiceNow ensures a customer's investment by having 2 releases per year.  Prospect/customers considering implementing or expanding its ServiceNow investment should enlist the help of ServiceNow partners to support their effort throughout their journey.

ServiceNow is an industry leader in multiple areas and provides an excellent ROI. 

What is most valuable?

The platform (PaaS) is a low-code/no-code platform on a secure Infrastructure as a Service (IaaS - Government Cloud Computing environment (GCC)), with a single data model and a single system of record. Its applications (SaaS) can easily be extended with workflows and other built-in APIs together with the ServiceNow Integration Hub and other applications available on the ServiceNow Store. The platform is very flexible and built to be integrated.  

ServiceNow is an industry leader in multiple areas and provides an excellent ROI.

I have no further information to add to this, however, there is much more information offered by Forester, Gartner, and ServiceNow to augment this input.  

We are a ServiceNow partner, as well as Salesforce and other cloud-based IaaS, SaaS, and PaaS transformative solutions, and have been for over 10 years. Often, we are engaged with our customers for years, helping to build roadmaps that allow them to expand their solutions over time because resources are limited and organizational change management takes time.

What needs improvement?

Like all other IaaS, PaaS, and SaaS subscription cloud providers, ServiceNow is constantly improving by building new capabilities to expand the breadth and depth of its offerings while increasing its activities with partners to build more capabilities. As ServiceNow and its partners/customers expand the capabilities, I see new vertical applications being created (currently underway for TELCO and other industries). Stay tuned for more updates that not only provide new capabilities but also enhance existing ones.

For how long have I used the solution?

I've been implementing ServiceNow for over 5 years for various clients.

What do I think about the stability of the solution?

The solution has excellent stability and we're working with a client that has one of the largest implementations of ITSM and SecOps in the world.

What do I think about the scalability of the solution?

The solution offers excellent scalability. For example, currently, we are working with a client that has one of the largest implementations of ITSM and SecOps in the world.

How are customer service and technical support?

The product offers excellent support.

How was the initial setup?

Yes, the process is straightforward, but using an experienced services firm is best - especially if implementing the product for the first time.

What about the implementation team?

CoreSphere, LLC - CSAT scores are published on the ServiceNow partner page. Other are reviews completed in the US Federal government's Contractor Performance Assessment Reporting System (CPARs).

What was our ROI?

The ROI a company can get depends on the customer and the investment.

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: CoreSphere, LLC is a ServiceNow Specialist Sales, Service, and Public Sector partner.
PeerSpot user
Project Manager at a consultancy with 201-500 employees
Real User
Top 5Leaderboard
Good workflow capabilities that integrates well, helpful support, and priced well
Pros and Cons
  • "You can put information in or export it out quickly, which is very useful when you have weekly or monthly reports."
  • "When it comes to changing some of the features, I would like a little more leeway."

What is our primary use case?

We use this solution for handling help desk tickets and tasks.

What is most valuable?

I like the workflow functions that are available in ServiceNow and the ability to actually integrate all of the information that you have such as travel tickets or assignment tickets for your team, onto your dashboard, depending on your setup, or if you create a ticket and a dashboard for your team.

When you update them in one place, it will show you updates in other places. 

I like that functionality.

ServiceNow has more capability and the ability to integrate other solutions such as Excel or tables.

You can put information in or export it out quickly, which is very useful when you have weekly or monthly reports.

What needs improvement?

When it comes to changing some of the features, I would like a little more leeway.

This may not apply to every version but there are certain capabilities that you have to specifically order a la carte in order for the developers or your administrators to have access.

Having more integration without having to pay the a la carte, otherwise, you have to put in a ticket and have it approved, and if not you have to find a workaround for the solution.

For how long have I used the solution?

I have been working with ServiceNow for five years.

We are using the most up-to-date version.

What do I think about the scalability of the solution?

I definitely like the scalability, because if you have a small company or if you have a large enterprise, It allows you to tailor it.

The scalability of it is very good and putting it on the server, makes it very useful.

How are customer service and technical support?

Their technical support was overall helpful. 

A lot of it ended up actually being directed to the administration. ServiceNow developers and any support issues primarily go to them. 

When I was researching to implement ServiceNow for another group, I contacted technical support and they were extremely helpful.

They set up meetings and were willing to talk through everything, to help us meet or help answer questions for our stakeholders.

How was the initial setup?

It was very easy to set up. It was very easy to make sure things were activated.

Once you get the base up, it's easy to start to build out.

There are templates that are available, and you also have the ability to create your own.

It's very quick to implement.

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

The cost is the only area that I have never been privy to. 

I know that the price is not too bad because people continue to use it and they are happy to renew their contract. But I've never been given the actual cost of it.

What other advice do I have?

I would recommend that they have a meeting with their salesperson and go through the demo that they offer. I also recommend that they have their administrators or the people that are going to use it, sign up for the ServiceNow training that they offer. 

Those are the two things that I definitely recommend before they use it. Other than that, it's really integrated.

I still have my ServiceNow login where I can go to a test site and test things out before we put them into real production.

I would rate ServiceNow an eight out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Anil  Rao - PeerSpot reviewer
Vice President Delivery & Operations at Rezilyens
Reseller
Top 5Leaderboard
Stable with good automation and reporting
Pros and Cons
  • "The solution has very good automation tools."
  • "The pricing of the solution could be better. It's a bit high."

What is our primary use case?

Multi Tenant, Scalable, Flexible and Stable

How has it helped my organization?

It has improved out response time to the client

What is most valuable?

The reporting is very good. 

The solution has very good automation tools.

The solution has been extremely stable so far. 

What needs improvement?

The need to improve their technical support services. 

Their dashboards are very, very basic. Maybe if they could develop some sort of very good fancy-looking, visible, graphical, visible kind of appearance. 

The pricing of the solution could be better. It's a bit high.

When we are monitoring, for example, a device, an S-Switch, we can create insights. We can segregate the LAN, and create a VLAN. When we create those VLANs, we should be able to monitor those VLANs. The same with storage systems. The LANs, through the cable space level, should be able to be monitored. 

For how long have I used the solution?

I've been working with the solution for eight or nine years so far. It's been almost a decade. I've used it for a while now. 

What do I think about the stability of the solution?

The stability is excellent. There are no bugs or glitches and it doesn't crash or freeze. I find it to be reliable. 

What do I think about the scalability of the solution?

The solution works very well for large enterprises. If you have a very, very big setup, it's an ideal option.

How are customer service and technical support?

Technical support could be better. We are not satisfied with the level of support they offer.

How would you rate customer service and technical support?

Positive

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

I've also worked with SolarWinds and ManageEngine. I prefer ServiceNow, as there's a lot of automation tools available in that and it's been a stable product. It's been in the market for a long time. It's got a good market reach also.

How was the initial setup?

Very Complex, 13 companies, 9 Towers, 17,000 devices

What about the implementation team?

First time we implemented it through Vendor and we took a training from the OEM and now we have a team to deploy the solution

What was our ROI?

Not calculated, but I would say 2 years we recover the cost 

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

Their pricing is relatively high. They are expensive.

Which other solutions did I evaluate?

Yes,

SolarWinds and ManageEngine

What other advice do I have?

We are not a partner or reseller. I'm a consultant. Before that, I have implemented the products. I've migrated a lot of products, a lot of systems. That's how I have an association with monitoring tools and service test tools.

I differently would recommend the solution if a company is a huge enterprise. For example, if you are maybe looking at more than some 10,000 or 20,000 devices. There should be a minimum of 10,000 devices or 15,000 devices. I would recommend ServiceNow for those setups. For data centers and other things, definitely I would recommend ServiceNow. I would not recommend SolarWinds or ManageEngine for these types of setups. I don't see that much capacity in them. 

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

Which deployment model are you using for this solution?

Hybrid Cloud

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

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