ServiceNow Reviews

We are using ServiceNow as a helpdesk.

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.

I would like to see a mobile version of ServiceNow.

I have been using ServiceNow for five years.

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

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.

I have previously used ManageEngine. ServiceNow is better than ManageEngine in terms of scalability.

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.

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.

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.

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.

I have been working with it for two years.

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

We have nearly one hundred to one hundred fifty users.

The initial setup is relatively straightforward.

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.

We use ServiceNow for help desks.

ServiceNow is one of the few easiest platforms you can integrate with products like Ansible to automate your workflows.

The solution’s user interface could be improved and given a better design.

I have been using ServiceNow for more than three years.

ServiceNow is a stable solution, and I haven't experienced any downtime with it.

I rate ServiceNow ten out of ten for stability.

Around 500 to 800 users from the IT team and some of the business teams in our organization use ServiceNow.

Overall, I rate ServiceNow an eight out of ten.

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.

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. 

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.

I have been using ServiceNow since 2010.

This is a stable solution. 

This is a scalable solution. 

This solution offers good customer support. If there are any issues, their engineers will guide you on how to solve it.

Positive

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. 

We have seen a return on investment within three to six months when using this solutions. 

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. 

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. 

The solution is being used for our ticketing system.

It is user-friendly and simple to use. 

The solution could be made cheaper. Machine learning and artificial intelligence should be introduced in the next release. 

I have been using ServiceNow for two years. 

The scalability of the solution is good. Presently, ten thousand users are using the solution. I rate the overall solution an eight out of ten.

The initial setup is easy. The deployment was done within a month. 

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

We used ServiceNow for change management, release management, and event management. We were also making use of the solution's CSI. The modules of ServiceNow were all available to you, and you could use them.

I have a problem with the way the solution's price is calculated.

I have been using ServiceNow for 10 to 13 years.

I rate ServiceNow an eight or nine out of ten for stability.

I would recommend ServiceNow for larger organizations. We used to have an organization with over 10,000 users. In our current organization, up to 3,000 users are using ServiceNow.

The solution’s technical support is fine.

We implemented the solution through an in-house team.

For us, ServiceNow was really good for keeping everything under control. Everything was documented, logged, and on point. The setup of creating things was quite straightforward.

The use and misuse of the CMDB is something important. Since CMDB should be the heart of everything you have, transforming the CMDB into a repository of information is good enough. If you don't use the full management tool, you can have problems. In three months, you will have to review the CMBD again, or you will have to update it once again in six months.

It differs from organization to organization. It will be taken care of in organizations that have clear processes in place. It's not about the tool but about the maturity of the organization using it.

We used to have lots of integrations with our systems to create tickets automatically. We also had some security related event management activities. When we requested to change something in ServiceNow, it was done rapidly in a couple of days.

Have some consultants that have worked with ServiceNow before, help you with the process. You should try to implement ITIL in your organization. If ITIL is not understood by the organization, then you cannot have expectations that they will follow the way of working as they should.

The solution's automation is quite straightforward. You just need to know what you want to automate. There are several ways to integrate stuff and several ways to have some triggers.

Overall, I rate the solution ten out of ten.

I'm a service manager, so I'm mainly focusing on customers' CMDB, incidents, changes, and problem management tasks. We have many global customers with network solutions.

It improved the customer experience. For instance, preference management is very useful to be able to set up automated notifications based on various things, such as site priority, site size, client's importance, and incident's priority. We can configure that only a portion of a group gets P1, P2, or P3 cases. Those features have really improved the relationship with the customers and within the organization. The reporting features and the setup of the customer CMDB file are improving the customer experience, and our internal groups are also able to benefit from them because they are using it daily. If there is an incident, it is an advantage that they don't need to fill out things. The notifications are also sent out automatically. So, they are saving time, and they can focus more on taking care of the customers, communicating with them, and taking up new issues.

I really like ServiceNow and all of the features. The way incident management is built is very helpful. You have a lot of options to optimize it, customize it, and automate it. You also have a lot of options for reporting. There are plenty of possibilities to do preference management within your customer CMDB file. These are very useful features, which I missed in BMC Remedy ITSM. ServiceNow is the best ticketing tool I have used so far.

I have enjoyed all the features. There is not any feature that I have missed or didn't have.

I have been mainly using it for the past three years. I also used it previously for two years, and then I stopped for three years.

It is totally stable. I never had issues with it.

I believe it is scalable.

We were having a lot of issues. It took nine months to fix all of them. Those were mainly because of customer requirements that were not caught firsthand. There were virtual connections, and there were different bespoke elements that we needed to have. That was the reason we had to resolve some technical issues, but they were within our company. It wasn't outsourced to ServiceNow itself.

We had BMC Remedy ITSM. Our ITSM was already outdated. It had no support, and we were looking for a new solution that had all the features we needed. Our first priority was customer satisfaction, but the choice wasn't up to me. It has always been up to the organization. I didn't have the chance to choose. I have just been given a solution.

It was complex because we support network customers. They have dedicated fiber connections all around the world. It was a complex project, and we suffered afterward in terms of missing features and so on, but that wasn't because of ServiceNow. It was rather an internal issue of not allocating enough resources.

The implementation took six to nine months because we needed to prepare the cutoff. We did a pilot phase with dedicated customers, and we tested it first. After that, we rolled it out, and then based on agile, we fixed any production issues. We prioritized them, highlighted them, and we fixed them, which took another nine months. 

We had at least 20 people, but not all of them were for deployment. We have many global customers with network solutions. They are scattered around the globe with different priorities and focuses. It wasn't an easy task to gather all the information about the features that we and the customers require. We were also using two ticketing systems. So, we had to organize and then migrate.

It was deployed around the globe because there were some users in the U.K., Ireland, Germany, Hungary, India, and Egypt. So, it was deployed at several locations.

I would absolutely advise using it. I have been an advocate within our company to change different tools and move different departments to ServiceNow because it's a really useful tool. I would recommend it to others.

I would rate it a 10 out of 10. I'm totally satisfied with it.

I'm a ServiceNow consultant and my company is a service provider where we are deploying ServiceNow ourselves on-premises. Here it is primarily used as a service catalog and in BIZBOK-developed services and knowledge management.

As a ServiceNow partner, we also offer it in a ServiceNow-like cloud to end customers and we do consulting and projects with it as a third party. Our current customer sees especially heavy usage of ServiceNow, with between 100-150K accesses per month, and up to a million users who access it in total. We are one of many third parties who are involved in this project.

ServiceNow has helped us with lots of paper saving. It has unified everything in terms of non-IT service requests, with everything in one place.

I find almost all the features valuable. It can do nearly everything except make your coffee, as my colleagues always say. It's got pros and cons, like every software, but the good thing about it is that it has a very structured approach.

Data access is a bit difficult, where you sometimes wish you had a relational database for some queries. The flexibility of data access in general is a bit on the low end. Of course, there is flexibility in some ways, but when I need a certain combination of data for some report, it can become a challenge.

Other than that, there are a lot of minor improvements that could be made such as the debugging functionality in JavaScript, and in terms of use more generally, like joining tables and so on. I think it boils down to an extension of the right knowledge and user criteria.

I have been using ServiceNow for about four to five years. 

The stability is much improved. It's good.

It's difficult to say much about the scalability of ServiceNow because we're on-prem. Our impressions are good, but I don't know how it is in the ServiceNow cloud. Everybody says, "Yes, it's good." But with bad development, you can't maximize the performance of every system.

On the whole, it's good, and there are no real issues. We had lots of performance issues in the beginning, but that hasn't been the case for a long time now. I would say it's definitely had heavy usage, with about between 100-150K accesses per month.

We rarely need the tech support, but if you need help, there is help available.

There's no real alternative on the market currently, from my point of view.

Setup is not my forte, but because we are on-prem you can imagine that the setup is very special because we are not on a standard database nor is it a typical setup such as with ServiceNow in the cloud.

As one of the third parties, we implemented and run ServiceNow in an on-premises setup. For maintenance, it's difficult to say how many people are required. It's typically a handful for deployment and upgrades and so on - basically the IT operations staff. Of course, as a data center and everything behind it, on-prem is always a bit special.

I have seen ROI. I have not calculated it exactly, but we did some estimations and we do have a positive ROI from using ServiceNow.

Some time ago it was expensive, but large companies have special contracts. It's enterprise prices, and we're talking about millions per year.

Stay within the standard. This is the same advice as with SAP: try to stay in the standard and avoid customizing too heavily. I don't mean to say anything about additional development, but instead I would caution against trying to change the standard itself. And keep things simple. In large companies, this is not always emphasized as they tend to think complicated.

I would rate ServiceNow an eight out of ten.