ServiceNow Reviews

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. 

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.

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. 

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. 

There are multiple use cases associated with ServiceNow. The major use case is IT service management, incident management, and IT operations management. ServiceNow offers GRC and solutions that integrate with other security systems for cybersecurity. I have been involved in both ITOM and ITSM.

ServiceNow offers a range of ITSM, IT incident management, and PRCPs. The entire platform makes it an excellent product for users. Its capability to manage end-to-end ITSM is necessary because no other competitor is offering such a comprehensive solution.

The utilization of AI in ServiceNow needs enhancement. Their incident management system requires attention. If you examine it closely, there's an extension available in the market for future consideration. ServiceNow is quite advanced in incident management solutions. If ServiceNow aims to improve its incident management capabilities by incorporating AI/ML and other general components, it would advance the product and enhance its use cases, ultimately boosting productivity. This would lead to improved overall value for enterprise customers.

I have been using ServiceNow for eight to ten years.

ServiceNow is a very stable product. I have heard a couple of integration issues in some places.

ServiceNow can be easily scalable. However, scaling down may pose a problem because, if someone has purchased a certain quantity of subscription-based licenses, they cannot be reduced. You have to complete the term of those licenses whether you're scaling down or up.

We cater the solution to enterprise customers.

Our delivery team used to interact with ServiceNow, and they used to receive support from them. They are responsive. Most of the time, issues are resolved. They ensure a smooth delivery process and quick response. In certain complicated situations, such as new integrations where ServiceNow is not supported, there is a lot of email exchanges.

Positive

ServiceNow offers a very comprehensive tool that covers end-to-end IT services and IT operations management. This is where enterprise customers seek an end-to-end solution. ServiceNow is being adopted by numerous customers. I have experience with BMC Solutions.

BMC also provides an IT service management platform called BMC Remedy. Remedy is less comprehensive and user-friendly compared to ServiceNow. I've encountered support and configuration issues with BMC Remedy.

There is a large pool of trained workforce available for ServiceNow. Considering their market share, which exceeds 60%, there are ample skilled resources in the market. ServiceNow technology has been established. I haven't encountered challenges with ServiceNow projects in terms of implementation or configuration wherever I've worked. However, the deployment can vary depending on the company and partner, and how they've structured their practice teams and training resources.

If it's a Greenfield project, then a new deployment is necessary. For enterprise customers, integration becomes the key focus. ServiceNow offers a substantial integration portfolio to address these needs.

Return on investment is good because once the overall comprehensive solution is deployed, it offers a lot of ROI to the end customers. If a customer opts for a point solution to manage their ITSM and adopts different technologies to integrate, it is going to cost them, and then it will add up to their complexity.

The solution is expensive compared to other tools but holds value for money.

Overall, I rate the solution a nine 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 have been exploring the wireless designer service on ServiceNow.

Although verbal explanations may be challenging, I can provide detailed comments and notes in the code. This facilitates collaborative learning in the catalog domain, making understanding various efforts and products simpler.

It's a straightforward and effective approach that minimizes the need for extensive explanations. It streamlines business processes, enhances efficiency, and fosters collaboration through its comprehensive platform, offering notable advantages in IT service management, automation, and customizable applications.

It should enhance its offerings by providing the chance to obtain course certifications at an affordable fee. The functionality of the mobile application is still not entirely clear or optimized. The UI of the mobile application needs improvement.

I have been working with it for two years.

It provides good stability. I would rate it eight out of ten.

The technology is growing rapidly. I would rate its scalability capabilities ten out of ten.

The initial setup was fairly straightforward. I would rate it nine out of ten.

The cost is quite high. I would rate it ten out of ten in terms of pricing.

Overall, I would rate it ten out of ten.