ServiceNow Reviews

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 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.

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.

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

ServiceNow is a stable platform.

ServiceNow is a scalable platform.

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

The initial setup for ServiceNow was straightforward.

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.

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.

We are a system implementor and ServiceNow is one of the products that we provide to our clients.

I have customers in the banking and retail industries that I manage using ServiceNow. I primarily use the ITOM module and don't use the ITSM features.

The technical support SLA can be improved because sometimes they take a long time to answer our queries.

I have been working with ServiceNow for five years.

This is a stable platform.

ServiceNow is scalable.

I have been in contact with technical support and I would rate them an eight out of ten. The support is good but the response time can be improved.

ServiceNow is very easy to set up.

The CapEx version is great.

This is a product that I recommend.

I would rate this solution a nine out of ten.

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.

We primarily use the solution to support Airbus Helicopters.

It's great for handling support tickets and onboarding employees.

We have other facilities in the United States with teams in Herndon, Virginia, and Grand Prairie, Texas, and for networking, in Mobile, Alabama. By having our different specialists in different areas, we're able to leverage their expertise over a large geographical area.

They have these items called resolver groups that are quite useful, however, it's basically to assign tickets to various teams.

The onboarding of employees is very good.

It's great for handling new hardware requests or new user requests.

They offer standard templates. The more that you customize it, or add additional software requests, the more it becomes usable and powerful. 

The solution is stable.

The scalability is there if you need it.

My understanding is that the pricing is reasonable. 

ServiceNow is great. You can download the data into Excel and you can basically create reports. It's very flexible.

That features are already there, however, maybe they could have some tutorials or give more power to the users versus having specialist administrators doing things. There's a big knowledge base. There's a lot of know-how that's saved in there, however, actually allowing people to do their own thing is lacking a bit.

I know there are functionalities for using it on other platforms. However, specifically for iPhone or Android, if there's something where I'm walking around and working in different offices, if I'm able to look up information directly, instead of going back to my laptop, that would be ideal. Making a mobile version would be helpful.

It's pretty customized already. I don't think there's anything that would be an area to fix.

I know that I actually have the special panel for all the features that I use, like creating tickets, managing hardware. Anything that can be integrated into especially our other types of features, such as SCCM, Microsoft SCCM, being able to update hardware, instead of manually going inside there would be good.

I've used the solution for the last year.

The solution is pretty stable. The only thing is that it's a cloud version, and therefore, if your network is slow or non-responsive, then ServiceNow becomes slow and unresponsive. That's a network issue. That is not an application issue.

The solution is easy to scale. If we wanted to add other facilities, it would be fairly easy to do. Something that we're going to be taking on in the next year or so is integrating with another facility in Mirabel, Quebec. They do commercial aircraft. We do civilian helicopters. Integrating with that team more will be beneficial. We have around 60 people using it right now.

I personally have never had any issues where I had to raise it directly to ServiceNow. I cannot speak on the topic of support.

The company did use a different solution. It was not as integrated with the other parts of the company, which is why they switched.

The company was using another product before. They implemented this, I would say, within six months. It's been in place for two years now and it's matured.

I was not there for the deployment.

We have one SRM, senior relationship manager, that basically maintains the digital workspace. He's in charge of updating the versions or deploying new features. There's one person that does that.

There are built-in surveys and we track those metrics, and the metrics have been positive for the last two years. There's been a great improvement.

Due to the fact that we're dealing with different subcontractors, we have a company that does the networking and we have a company that does the desktop hardware. If it's more application support or accounting specific, then it goes somewhere else. Being able to bridge between those different subcontractors is a major selling point.

The pricing is reasonable. In terms of extra costs, likely if a company was going to do integrations, they might have to buy the different modules, however, I'm not involved in that.

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

I am currently up to date with the latest version.

I'd advise potential new seers that they'll get good asset management and be able to manage tickets. It's all straightforward and usable. In the past, I've used other products, and they're not that scalable. If you're working in a company that has multiple facilities, multiple countries, the best way to go is with ServiceNow.

I'd rate the solution at a nine out of ten.

We have several applications of the product, however, the main use case is to generate all the backlogs of the different squads where we assign histories and we can link this to concrete people. 

The histories and the tasks that we draft within the histories are used for creating all the burn charts in agile and to show the velocity of how well it was the last sprint in terms of shipments. This is the key purpose. 

We also use ServiceNow to log IT tickets and to trace them. Those tickets can be created directly as a ServiceNow history on the IT squads. This will go directly to their backlog. It is a quite nice interaction.

It's used to manage the sprint in agile to create all the backlogs and to activate the current sprints, to create the burnout charts of the velocity of the sprints, and also to register any IT-related support ticket requests.

When we join the task board we can have a main view that we use on the daily standups in the agile world. It is very easy to navigate across and to move histories around. 

It's great to do statuses or to review tasks. We can open them and get some details and updates. 

It is quite flexible as a system and is very visual.

It helps to keep the daily standards to 15 minutes.

Probably the backlog organization could be a little bit easier in terms of transversality between different squads. It would be nice if we could, with some specific access rights, move histories from one squad to another, as they generate dependencies or duplicate or flag them. We'd like to create dependency charts between different teams. This is something that Jira, for example, used to do very easily.

It would be ideal if there was some sort of Follow button to help users follow certain concrete task histories. That way, if you are following something, you could bet an immediate update when there is a change of status or a new comment or whatever.

In my current assignment, I've been working with ServiceNow since January. However, in the past, I used it from 2016 until 2019. This is my fourth year using ServiceNow.

The solution is stable. It always works. We haven't had any issues. In this case, no news is good news.

The solution is perfectly scalable. What they give you is the framework. In terms of functionalities, every client can customize it. It'll work well for different companies.

The product is widely used in the institution. Likely 90% of head office employees use it. 

I've never really needed technical support. I've used ServiceNow to request technical support on other applications. I was just handed over the minimum standards to use it, and then I learned by doing. It was quite easy.

With my previous client, I used Jira.

I cannot speak to the initial setup. When I started using the solution, it was already in place. I'm not an implementer of it. I'm an advanced user. Therefore, I can't speak to how simple or difficult the implementation process is.

I'm not sure which version of the solution we are currently using. We're likely using the latest as this is a big systemic bank. I'm pretty sure that they are continuously updated with the latest version.

I'm a user. I'm a consultant and scrum master, however, I use a lot of these tools also for agile management work.

This solution works if you invest a little bit of time in preparation. That said, that's the same for other vendors, like JIRA. You need to have efficient scrum cycles and organize them well. You should have efficient planning sessions and all the backlog should be already prepared, drafted, refined, organized, and prioritized. 

What is very important from inception, regardless of whether we're speaking about Jira or ServiceNow, is to have a very clear upfront plan of how you want to structure it. What is the kind of dependencies or links you want to create between different levels of access, for example?

I would advise users to prepare in advance the full strategy of configuration before they start doing anything. It is very hard to change later. You will create technical depth and will call out what you're not going to use. To roll them back once you've started is hard. It is worth it to take time, in the beginning, to try to forecast as much as possible. 

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

Overall, I've been satisfied with the product.

I've found the solution to be scalable.

The stability has been good overall. The performance is reliable. 

It's mostly an intuitive product. It's actually easy to understand. 

Technical support is decent. They are helpful when we have issues. 

The pricing could be lowered. It's pretty high.

We have had a few issues with the Agent Client Collector setup, however, that's probably at our end for some network blocking reason, or something like that.

Their GUI could be updated. It's a little bit old-looking right now. 

I've been using the solution for three or so years now. 

The solution is stable and the performance is good. there aren't bugs or glitches. It doesn't crash. It's reliable. 

The product is scalable. If a company needs to expand it, it can do so. It's not a problem.

Technical support has been fine. We are happy with their level of service in general. 

The price is high. However, I don't pay for it. I'm just an employee. I can't speak to the exact costs. That said, I know it's an expensive product.

While we are working with ServiceNow, we are looking into Device42 to see if that could be used for scanning our infrastructure right now.

While I have used ServiceNow for some time, I'm not an expert. I was sort of admin in a previous company where I worked, however, now I'm only, more or less, a user of ServiceNow. I'm a consultant. 

I'd rate the solution at an eight out of ten, based on my overall experience. 

The product is primarily used for HR service delivery, traditional IT service management, and, increasingly, integrated risk management, or IRM. 

The biggest area of growth is what we call creator workflows. This is building new applications on ServiceNow, using ServiceNow as a development platform. That's the biggest area of growth for us.

The initial setup can be quite straightforward.

The stability is quite good. It's pretty reliable.

It can scale well if you are managing IT assets.

The solution has good technical support and a strong community that can help solve problems.

The RPA needs improvement. That's a new area for them that they're just entering into now. 

Their user interface, their UX design, and their portal are all in the process of being improved. 

The footprint in non-IT assets, so managing assets outside of IT. That means building new CMDB class structures. Can they manage a hospital device, a manufacturing device, an oil-rig device, not just a server or a laptop or a printer? That's where they need to massively improve their reach. Reaching beyond IT asset management is the biggest challenge to ServiceNow right now.

It would be great if there was an accelerator or a fast-track tool or method to consider net new use cases for ServiceNow. Something almost like a solution innovation workshop environment, where you can test business ideas and work out which parts of the ServiceNow workflow can support those ideas - like a modeling tool.

I've been dealing with the product for 12 years, however, as an implementer, I don't use it on a daily basis. 

In 12 years, I've rarely seen a failure of their cloud hosting, if ever. It's incredibly stable. 

There are other questions then about performance, however. Sometimes it runs slowly in the cloud due to the number of transactions you're placing on it. That said, it doesn't fall over. It isn't compromised by a security breach. I'd give it 99 out of 100 for stability.

In its traditional IT areas, for example, managing IT assets, it is very scalable. There is a question mark over its scalability in terms of managing OT assets, operational technology assets. By that, I mean a device that's not an IT device. It could be your fridge, your cooker, your car, your oil rig. Scaling to manage the Internet of Things means that, in a company, you're not managing 1,000 servers. You could be managing a million devices. That's where scalability becomes more of a problem. It's managing the OT devices where there's not much clarity.

A lot of support comes from other companies that are using ServiceNow. There's a great ServiceNow community that shares ideas and answers ServiceNow questions. If you can't get the question answered by ServiceNow, you will have it answered by the ServiceNow partners or the ServiceNow customers who are part of the ServiceNow community. Support is very, very good as long as you have a wide ecosystem of options; you don't just depend upon the vendor and you also have other clients, partners, and companies that work with ServiceNow that you can reach out to.

The implementation process is straightforward if you stick to out-of-the-box settings. If you trust ServiceNow has configured their out-of-the-box settings, then stick with them and their processes and the setup is very straightforward.

The amount of time needed for deployment depends on which part of the solution you're deploying and for what scale of the customer. If you think of ServiceNow as 100 applications, if you're just deploying one small application out of 100 for a very small customer, it could take a few days. If you're deploying 50 applications around the world for an enterprise customer, it could take 1,000 days.

It's difficult to say how long it takes as it depends upon the complexity of the number of applications and the customer requirements.

Typically, you need one person to deploy it and one person to manage it.

You need a good technical consultant, a developer, and you need somebody that has project-management skills, and you need somebody with business-analysis skills: somebody who can interpret the business requirements and translate those into the configuration. 

A project might require lots of different roles, however, one person may be very skilled. He might have some development skills and project-management skills, and he is good at asking the right business questions. In the smallest deployments, one person could do all those things. However, in the biggest deployments, you will have a dedicated project manager, dedicated technical architect, dedicated developers, consultants, dedicated business analysts. There are lots of roles that need to be covered in a deployment, depending on the size of the deployment. One person or several people might be necessary to cover all those roles.

We implement the solution for our customers.

I work for a company that resells ServiceNow, and we implement it around the world. We're a big systems integrator. For years, we've worked with ServiceNow, implementing it for other customers to utilize.

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

We use ServiceNow for asset management. I manage the IT contracts that are in ServiceNow with the metadata that we have. I'm the associate director for IT contract assets.

When we can centralize all the contract information, ServiceNow will give us better control over asset management and technical debt.

ServiceNow is not meeting our expectations. The contract module is quite rudimentary. It doesn't support contract line items, which are subdivisions of contracts in VA. The result is that we're not able to track those sorts of assets down to the product level. I'd like to see support for contract line items included in the next release.

I've been using this solution for two years. 

My understanding is that the stability is excellent. 

The initial setup is complex because it's not meeting our needs. We're having to build a scoped app to address the inability to save contract line items and data.

For now, I rate this solution five out of 10.