Director Delivery and ServiceNow Practice Lead at a computer software company with 51-200 employees
Real User
Top 10
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.

Buyer's Guide
ServiceNow
March 2024
Learn what your peers think about ServiceNow. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,386 professionals have used our research since 2012.

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 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
IT Systems Analyst Lead with 10,001+ employees
Real User
Trend reporting helps us focus on issues that come up, but better workflow would help
Pros and Cons
  • "I like the reporting aspect of it. It helps us know where we stand regarding the types of issues we're receiving... It also shows us trends. That enables us to possibly predict an issue that might come up in the future as well as what is happening right now. We will like that feature. With it, we can either avoid certain issues or know where we need to focus more regarding the service we provide."
  • "I would like the reporting aspect to be better, including the graphs. It could have some way for us to easily to export to a csv or spreadsheet so that if a graph cannot be provided by ServiceNow itself, we would be able to use other applications to create them. Also, if there was a feature that enabled us to interact with end users directly from ServiceNow, like an instant-messaging type of feature, that would be great."

What is our primary use case?

We use ServiceNow mostly for our IT ticketing business. Recently we set up the Request portion of ServiceNow and we're using it as well.

How has it helped my organization?

It enables us to interact with our end users and helps us resolve whatever incident they might be having. We get incident reports and it helps us get set up with trends so that we'll get resolutions to those incidents.

What is most valuable?

I like the reporting aspect of it. It helps us know where we stand regarding the types of issues we're receiving, the types of incidents that come in.

It also shows us trends. That enables us to possibly predict an issue that might come up in the future as well as what is happening right now. We like that feature. With it, we can either avoid certain issues or know where we need to focus more regarding the service we provide.

What needs improvement?

I would like the reporting aspect to be better, including the graphs. It could have some way for us to easily to export to a csv or spreadsheet so that if a graph cannot be provided by ServiceNow itself, we would be able to use other applications to create them.

Also, if there was a feature that enabled us to interact with end users directly within ServiceNow, like an instant-messaging type of feature, that would be great. 

Another nice feature would be a way to easily to assign tickets and incidents to the techs who will be working on them. That could be better. Other than that, the system seems to be working just fine.

For how long have I used the solution?

Three to five years.

What do I think about the stability of the solution?

We've had no issues with the stability of the solution.

What do I think about the scalability of the solution?

We are okay with the scalability.

How are customer service and technical support?

I would rate technical support at seven or eight out of ten. They are pretty much on time. They're willing to help.

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

When I started with the company, we outsourced our issues. When we brought IT in-house, ServiceNow was the first system we used.

How was the initial setup?

The setup was straightforward, easily understandable with the training we did. There might have been some kinks but everything was worked out in due time. It was fine.

Which other solutions did I evaluate?

There were a few other options we evaluated but I don't remember the specific product names.

What other advice do I have?

Learn anything you need to know direclty from ServiceNow. It's a good product. I can't really knock it. Go ahead and give it a try. As long as it fits your environment, I think it's a fine product.

I would rate ServiceNow at seven out of ten. I would like to see a little more automation. It may just be the type of license we have which doesn't give us full automation, but that would be one of the things that I would like in ServiceNow. That would make things easier for both the techs and the end users. In addition, I would like to see a better workflow setup within ServiceNow.

Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
PeerSpot user
Buyer's Guide
ServiceNow
March 2024
Learn what your peers think about ServiceNow. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,386 professionals have used our research since 2012.
Sr. Systems Manager at a consumer goods company with 10,001+ employees
Real User
Reliable, easy to deploy, and good for tracking incidents
Pros and Cons
  • "I like the incident module, which is useful for tracking your incidents and other things. It is a reliable solution."
  • "We are struggling with the scheduling part, but it doesn't necessarily mean that it is a ServiceNow issue. It could be the way we have configured it. We don't have it configured in a way where you can schedule a support call with our end users. We are looking for more automation in the box and the chat feature."

What is our primary use case?

We mainly use it for requests and tracking incidents. We are onboarding our HR team, and they are going to start using the HR module in it as well. We also use it for asset management and configuration management. 

We are using the Paris release.

What is most valuable?

I like the incident module, which is useful for tracking your incidents and other things. It is a reliable solution.

What needs improvement?

We are struggling with the scheduling part, but it doesn't necessarily mean that it is a ServiceNow issue. It could be the way we have configured it. We don't have it configured in a way where you can schedule a support call with our end users.

We are looking for more automation in the box and the chat feature.

For how long have I used the solution?

We've been on ServiceNow for two years.

What do I think about the stability of the solution?

It is stable. There are no issues at all.

What do I think about the scalability of the solution?

We have around 60,000 or 70,000 users or maybe more.

How are customer service and technical support?

I haven't contacted them.

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

We used an IBM tool. We switched because we were told that we were switching.

How was the initial setup?

I didn't set it up, but it is pretty simple.

What other advice do I have?

It is a great tool. Most companies in my industry use ServiceNow.

I would rate ServiceNow 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
Ligia Godoi - PeerSpot reviewer
IT Service Delivery Manager at DXC
Real User
Top 20
A stable solution for processing and cataloging customer service requests
Pros and Cons
  • "It's a very low-code platform, and it's simple. The user experience is also really good."
  • "I know that discovery tools are not meant to be simple, but somehow, if they could make it more simple and robust, that would be great."

What is our primary use case?

We use ServiceNow for all service delivering processes within service management. For service and incident problems, change and configuration management, relief management, and event management.

Within our organization, there are roughly 30,000 users, using ServiceNow.

What is most valuable?

From a service perspective, I think that being able to customize it great. It's a very low-code platform, and it's simple. The user experience is also really good.

What needs improvement?

From a configuration/discovery perspective, how you map your infrastructure and the relationship — that could be improved in a sense to make it simpler. I know that discovery tools are not meant to be simple, but somehow, if they could make it more simple and robust, that would be great.

You just need plenty of experience with the solution, then it becomes much easier to use.

Other than that, I can't think of anything else that I would like ServiceNow to include in the next release. 

For how long have I used the solution?

I have been using ServiceNow for two years.

What do I think about the stability of the solution?

ServiceNow is very stable. The scalability is also great.

How are customer service and technical support?

I can't evaluate their technical support because I don't get support from ServiceNow myself. I'm responsible for implementing it for our clients, but we don't provide support.

How was the initial setup?

The initial setup was very easy.

Initially, deployment took us eight months. Once we had some experience with it, we could deploy it in four months.

What other advice do I have?

My advice would be to evaluate the license more — seriously look into their licensing options. The way that ServiceNow licenses the product, there is no concurrent user model so you have to pay for each user, and each type of user, that uses the tool. It can be very expensive depending on how you use it. Sometimes you cannot implement other modules because they don't have a budget for that. So make sure you correctly look over the different types of licenses to make sure you understand what to expect.

ServiceNow should review and make the solution more flexible for clients who have more users, or users that are not concurring, to know how to share licenses. To have options depending on how the client wants to use them so that everyone can benefit from it — that would be my advice. 

Overall, on a scale from one to ten, I would give ServiceNow a rating of eight.

Which deployment model are you using for this solution?

On-premises
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
PeerSpot user
PeerSpot user
Solution Architecture at Accenture
Real User
Top 10
Provides a centralized, fully managed, solution with everything in one place
Pros and Cons
  • "There are features included in the new release for intelligent software, like the chatbot. For HR services, the HR agent which is in that chatbot has been fantastic."
  • "There are a few things that it needs to improve, like automation of most things out-of-the-box. For example, when it comes to cloud management, we are still going with manual intervention. Instead of that, if we had an out-of-the-box feature available, that would be great."

What is our primary use case?

As a developer, I work on ServiceNow for HR solutions and a few other Service Portal functions.

How has it helped my organization?

Other solutions are integrated with different applications and tools, but ServiceNow is quite centralized, fully managed, and you can find everything in one place.

What is most valuable?

There are features included in the new release for intelligent software, like the chatbot. For HR services, the HR agent which is in that chatbot has been fantastic. There have been advancements in ServiceNow.

It gives you all the APIs out-of-the-box and you can directly write code with them.

What needs improvement?

There are a few things that it needs to improve, like automation of most things out-of-the-box. For example, when it comes to cloud management, we are still going with manual intervention. Instead of that, if we had an out-of-the-box feature available, that would be great.

Also, the first time we looked at the Service Portal, it was quite hard to understand its interface. People were looking for things, like the email functionality in Service Portal. That was not available and there were other things in Service Portal that were not up to the mark.

For how long have I used the solution?

More than five years.

What do I think about the stability of the solution?

It's stable and it's improving. You can't compare ServiceNow with any other tool.

What do I think about the scalability of the solution?

I have seen many changes in it. Previously, it was limited in its functionality, only for configuration management and the like, but now you can see it has many applications in it.

The scalability depends on how you utilize the tool.

As for the number of users on ServiceNow, I have been involved in a project where it was to be utilized by almost two million users. That was the biggest project I have worked on. There were internal users and outside users.

There were issues during the migration. They have certain locations, certain countries with different data, with different languages. We usually do the migration according to the country in which it's operating. We were doing certain migrations and, all of a sudden, when it reached a level above one million users, the nodes were very full and ServiceNow was unable to respond. We thought maybe it was due to our scripts. We checked everything first but it was working fine in the dev environment and the test environment. But when it came to production, there was a big risk and a big impact on the business.

We reached ServiceNow, even though it was not business hours. They said they had certain things on a low infrastructure and they told us that they would be migrated to a higher infrastructure and that we would have access again. We implemented it on a Sunday morning and we thought it would be working but on Monday we had a huge number of emails and calls and it was a day full of pressure. But we were able to solve it and get it back within an hour.

How are customer service and technical support?

Usually, we don't reach out to ServiceNow until we know the problem is not in our hands. As a gold partner, our company has access to on-call support and direct access to ServiceNow's experts. We are able to contact people there, at the business level, and get things done.

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

We recently had an application tool that was supporting certain tasks in HR case-management. That tool has certain capabilities but it's not up to the mark when you compare it with ServiceNow. It provides you details about the task, but it does not have the basic functionalities like chat and email. It has to be integrated with other tools for those things.

How was the initial setup?

As a developer and partner, most of the time the setup is customized. Right now, I'm working on a module called "Ask your HR." There are different sets of modules available and inside each module there are different sets of reports and functionalities, such as drag-and-drop, etc. It's full of customization. Whatever you're building, it has to be done from scratch. It's not like the functionality is available out-of-the-box.

We do follow certain documentation and steps. Whenever we do a migration or implementation, we check for the available system capacity. We have a team that allows us to do testing on it and see what kinds of things can be done, or how we can migrate directly to ServiceNow.

We usually don't go with a full-fledged migration, we do it in phases, Wave 1, Wave 2, and Wave 3. Each wave has certain things in it. We will plan it accordingly and, once the wave is successful, we'll do regression testing of certain scenarios and check whether it is up to the mark or not.

What other advice do I have?

Back in 2011, BMC Remedy was at a peak and people were focusing on it. But starting in 2014 and 2015, ServiceNow came on and its competitors were watching. It went from about ten to 20 percent of the market to almost 40 percent of the market.

I would rate ServiceNow at nine out of ten. It is all about improvement, about getting things from your legacy system to the latest one.

Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor. The reviewer's company has a business relationship with this vendor other than being a customer: Partner.
PeerSpot user
Vinod Kanna - PeerSpot reviewer
Vinod KannaSoftware Development Manager & UX / UI enthusiast at Accelya World SLU
Real User

Service now has the facility to store the asset management system and if there is an facility to integrate with the server monitoring tool then it will add more benefits for the product.

it_user459108 - PeerSpot reviewer
Sr. Systems Engineer at Optum
Real User
For our organization, auditing, asset tracking, following tickets, and making sure what our employees are doing are the most valuable aspects.

Valuable Features:

I'd say auditing, asset tracking, following tickets, and making sure what our employees are doing. The ticketing system though is what we rely on most. I'm able to follow what my co-workers are doing so we're not stepping on each other's toes. This enables us to be as productive as possible.

Compared to HPE Service Manager, ServiceNow offers a lot more customizations and a lot more plug-ins that you can throw in there. I'd just say it has a better ability to customize, and developers can get in and get dirty.

It has a good document repository which translates into a good knowledge base with good articles. Looking at tickets, charts, and the dashboard. Seeing what everyone's working on - it's cool.

Improvements to My Organization:

To have this external facing site, we can pretty much face talk any customer we need to. They can log into a single portal using single sign on, which means they can use the same account to log into their machines and our environment. Sending tickets to a central location. Being able to track those tickets to see where their requests and incidents are in the process.

Room for Improvement:

Just ease of use for people who aren't very technically savvy. Sometimes it does take a lot of customization to make it easier for the user to use but for someone who's technical, it's pretty straightforward.

Use of Solution:

I actually worked with a smaller team with Optum that does POCs and we've actually been proving out ServiceNow for about four years. Now they are up the street we call it, the greater organisation is implementing the same thing using HPE Service Manager. I think their goal live date is July this year.

Stability Issues:

They're always very functional about updates and patching.

Scalability Issues:

The fact that it's tied directly into LDAP means that it's great. I don't think there's a limit.

Initial Setup:

It depends how deep you want to go. You can use it for pretty much for anything. I wasn't involved in the implementation of it, but from a management perspective, it's pretty sweet.

Other Advice:

I would say that it's just very straightforward. You want your users to have a good experience. With ease of use, I'd say it's perfect.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Infrastructure Team Lead at a energy/utilities company with 5,001-10,000 employees
Real User
Numerous useful features, wide range of add-ons, and reliable
Pros and Cons
  • "There are a lot of features within ServiceNow. There are plenty of add-ons that go beyond the typical core helpdesk operations, such as HR facilities, BRM functionality, and various compliance and governance capabilities."
  • "In an upcoming release, there should be more administration tools."

What is our primary use case?

We use this solution for many things, such as ITFM, incident problem change, configuration, and vulnerability response.

What is most valuable?

There are a lot of features within ServiceNow. There are plenty of add-ons that go beyond the typical core helpdesk operations, such as HR facilities, BRM functionality, and various compliance and governance capabilities. Additionally, they provide a strong security suite with vulnerability, no-code integration, self-service options, and a virtual assistant. 

What needs improvement?

In an upcoming release, there should be more administration tools.

For how long have I used the solution?

I have been using this solution for six years.

What do I think about the stability of the solution?

The solution is very stable. However, we did have an outage once because their data center was potentially down.

What do I think about the scalability of the solution?

We have not had any issue with the scalability, it is very good. 

We have 17,000 users and out of those we currently have approximately 1200 active users using this solution.

How are customer service and technical support?

When we had an outage the technical support contacted us to let us know what was happening. They have an engineering level of support that is very good. 

They could do more follow-ups in relation to issues being resolved.

I would rate the technical support of ServiceNow an eight out of ten.

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

I am working for a large company and we were using another service provider before that was expensive and complex. I am not sure how many people are still using the old service we were using before because it is outdated compared to other solutions. ServiceNow has a lot more people supporting it, it is a lot easier to find developers, and it is a much more modern platform.

How was the initial setup?

The setup starts out easy but it can get complex quickly.

It is important to be prepared for yearly system updates. Normally your subscription will come with access to those new updates but you need to be ready to quickly update to the latest versions.

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

I have found the solution very expensive.

What other advice do I have?

My advice to others is to make sure they understanding what they are going to use ServiceNow for which is important. There are a lot of cheaper solutions that can do many tasks, such as tracking and work management, that might satisfy their needs better. With this solution, as your company scales up, you are going to need more people to support it. It is a very popular platform and requires a lot of configuration and development to make it useful to an organization. 

Everybody wants to customize the solution to make it fit their business model, which is what it is meant for. Even though they have no-code development tools within the platform, having well-skilled developers in your organization will help you move along smoothly. 

Having a team that can support the solution is important for success. Unless you have it outsourced, However, you will still have the governance aspect of it to oversee what the roadmap is.

I rate ServiceNow a nine out of ten.

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
Solution architect at Cargill
Real User
Top 20
Comprehensive features, good organization integration, and competitive pricing
Pros and Cons
  • "We have found the service easy to use, although, we have ended up customising a lot of parameters."
  • "The customization that we are doing for the needs of our organization are difficult to do and could be improved."

What is our primary use case?

We use the solution for workflow automation and business processing.

How has it helped my organization?

It has been effectively used in our organization. We have large chats with 150,000 people and everyone has found it to be useful. Our internal IT team is supporting the tool and trying to get everyone on-board.

What is most valuable?

We have found the service easy to use, although, we have ended up customising a lot of parameters. It is a functional comprehensive featured solution compared to everything else on the market.

What needs improvement?

The customization that we are doing for the needs of our organization are difficult to do and could be improved. In the a future release, if they have not done so already, they should include cognitive capabilities features which we are currently lacking. 

For how long have I used the solution?

I have been using the solution for three years.

What do I think about the stability of the solution?

We have had no major issues with stability.

How are customer service and technical support?

We have been in contact with customer service and we have no complaints.

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

The price of the solution is comparable to industry standards. For the features that we received, it is reasonable.

Which other solutions did I evaluate?

I have been reviewing a solution called BMC helix potentially coming on board soon. The cognitive capabilities that are being released in the market are pretty good. 

What other advice do I have?

I would recommend this solution. However, we did not have an easy time customizing the tool to do what we wanted it to. I would suggest if it meets 80% of your needs I would adopt the tool, but if not, I think building a custom tool itself would be the way to go at that point.

I did not give the solution a nine because that is too good. I do not think they are at that level. They are the industry leaders, for the automation of workflows. But there is definitely more that could be done. 

I did not rate the solution a ten because nothing is perfect.

I rate ServiceNow 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
Buyer's Guide
Download our free ServiceNow Report and get advice and tips from experienced pros sharing their opinions.
Updated: March 2024
Buyer's Guide
Download our free ServiceNow Report and get advice and tips from experienced pros sharing their opinions.