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it_user1402869 - PeerSpot reviewer
Global Service Management Lead, Powered Enterprise at a financial services firm with 10,001+ employees
Real User
Automates some of the more menial tasks while accounting for our need to develop
Pros and Cons
  • "ServiceNow has also enabled our Management Consulting business to provide Digital Transformation services for our clients the world over, as we use the platform as an accelerator for doing IT Target Operating Model transformations."
  • "I am interested to see the firm's strategic plans for Artificial Intelligence (AI) and Machine Learning (ML), and how the particular areas it will expand on from its existing investments (that feature, for example, in its ITSM Pro and CSM Pro modules)."

What is our primary use case?

I have two primary uses of ServiceNow:

1. As our ITSM Platform for providing Application Managed Services (AMS) to Enterprise clients who have solutions on Oracle, Workday, Coupa, and ServiceNow.  NOTE: Other groups within my firm also use ServiceNow to provide IT Service Management to clients on Microsoft, SalesForce, and other major vendors.  We have multiple production instances for delivering Service Desk support to various client install bases, including this one for my above mentioned AMS business.

2. As the ITSM platform for our internal, global support framework. This is a separate instance of the one I use for my UK clients and is 'owned' by our US member firm. Said US firm uses this instance to support not only our internal global Management Consulting business but also to provide AMS to US-based external clients.

How has it helped my organization?

ServiceNow has enabled us to rapidly deploy Application Managed Services for new clients, with the ability to configure, extend, and tailor our ITSM Platform to meet individual client needs. ServiceNow's multi-instance model helps enable that flexibility. For example, we recently took on a new Workday client by modifying our ServiceNow instance (configurations and workflows) within 5 months, with successful go-live afterward.

ServiceNow has also enabled our Management Consulting business to provide Digital Transformation services for our clients the world over, as we use the platform as an accelerator for doing IT Target Operating Model transformations.

What is most valuable?

ServiceNow's Customer Service Management (CSM) Pro & DevOps modules in particular - including ServiceNow's strong interface APIs (to Jira in particular in my case) - have allowed us to:

1. Automate some of the more menial tasks while accounting for our need to develop 

2. Deploy a lot of new features and functionality that get continuously and rapidly introduced by the major vendors via their regular upgrades (e.g. Oracle 4 times per year, Coupa 3 times per year, Workday 2 times per year, etc.).

What needs improvement?

There are no outstanding gaps or deficiencies that I face at the moment for my business or operational needs. That said, I am interested to see the firm's strategic plans for Artificial Intelligence (AI) and Machine Learning (ML), and how the particular areas it will expand on from its existing investments (that feature, for example, in its ITSM Pro and CSM Pro modules). Our AMS business will benefit from further automation of the more mundane tasks as we continue to develop the platform's configurations - including the streamlining / automation of our change control workflow for faster deployment (critical when tackling the very frequent upgrade cadences of Oracle, Workday, Coupa, etc.).

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ServiceNow
June 2025
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For how long have I used the solution?

4 years

What do I think about the stability of the solution?

Very stable so far. I have yet to experience an outage of any of the ServiceNow instances my operations/teams use.

What do I think about the scalability of the solution?

Scalability is good on the production side. It could be better performance on some of our lower environments, notably UAT for our global support estate - although I suspect that is partly down to how our Dev team manage their workloads and the access set up they have (too many users floating in/out?). I have not called for an audit however, so my view here is not qualified.

How are customer service and support?

Minimal need for support - from my personal vantage point - and for the few times we have needed support, the turnaround time and quality of support has been good.  No complaints.

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

We used Jira initially for our internal Help Desk platform, but it fell far short of needs for the underlying service management workflows we employed.

How was the initial setup?

I entered into already established estates, so was not exposed to the efforts in setting up the ServiceNow instance sets.

What about the implementation team?

All has been in-house. We have full capabilities, as we do service implementations of ServiceNow for our clients and have invested in having internal development and support skills/capabilities.

Which other solutions did I evaluate?

We moved directly to ServiceNow for two reasons:

1. It was already the production ITSM platform for our US member firm who was given the (internal) contract to support our global management consulting business; and

2. We knew from our multi-year use of ServiceNow for (a) delivering IT Target Operating Model digital transformations to clients AND (b) delivering our Application Managed Services to external clients that this solution would easily meet our ITSM requirements.

Which deployment model are you using for this solution?

Public Cloud

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

Other
Disclosure: My company has a business relationship with this vendor other than being a customer. KPMG is a Global Elite partner of ServiceNow. NOTE: I am also a real user and my review is based on my own experiences.
PeerSpot user
reviewer2641242 - PeerSpot reviewer
Global Channel Alliances Lead at a tech vendor with 10,001+ employees
Real User
Top 5Leaderboard
Cost-effective for IT service management and IT operations management
Pros and Cons
  • "ServiceNow offers a range of ITSM, IT incident management, and PRCPs."
  • "The utilization of AI in ServiceNow needs enhancement."

What is our primary use case?

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.

What is most valuable?

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.

What needs improvement?

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.

For how long have I used the solution?

I have been using ServiceNow for eight to ten years.

What do I think about the stability of the solution?

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

What do I think about the scalability of the solution?

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.

How are customer service and support?

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.

How would you rate customer service and support?

Positive

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

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.

How was the initial setup?

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.

What was our ROI?

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.

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

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

What other advice do I have?

Overall, I rate the solution a nine out of ten.

Disclosure: My company has a business relationship with this vendor other than being a customer. partner
PeerSpot user
Buyer's Guide
ServiceNow
June 2025
Learn what your peers think about ServiceNow. Get advice and tips from experienced pros sharing their opinions. Updated: June 2025.
861,803 professionals have used our research since 2012.
Mangesh Shaharkar - PeerSpot reviewer
TM at Tech Mahindra Limited
Real User
Top 10
A versatile platform with efficient workflow automation and extensive customization capabilities that streamlines business processes, enhances collaboration, and offers comprehensive IT service manage
Pros and Cons
  • "It's a straightforward and effective approach that minimizes the need for extensive explanations."
  • "It should enhance its offerings by providing the chance to obtain course certifications at an affordable fee."

What is our primary use case?

I have been exploring the wireless designer service on ServiceNow.

How has it helped my organization?

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.

What is most valuable?

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.

What needs improvement?

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.

For how long have I used the solution?

I have been working with it for two years.

What do I think about the stability of the solution?

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

What do I think about the scalability of the solution?

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

How was the initial setup?

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

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

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

What other advice do I have?

Overall, I would rate it ten out of ten.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: My company does not have a business relationship with this vendor other than being a customer.
PeerSpot user
reviewer2170023 - PeerSpot reviewer
Principal Architect & ServiceNow Product Owner at a consumer goods company with 10,001+ employees
Real User
Scalable solution with an efficient code engine
Pros and Cons
  • "The solution's initial setup process is easy."
  • "Its stability and pricing need improvement."

What is our primary use case?

We use the solution to manage a suite of applications.

What is most valuable?

The solution has an efficient code engine. It helps implement the workflows very well.

What needs improvement?

The solution's stability and pricing need improvement.

For how long have I used the solution?

We have been using the solution for eight years.

What do I think about the stability of the solution?

It is a stable solution, and I rate its stability a seven. Although, the troubleshooting functions are complicated to use.

What do I think about the scalability of the solution?

It is a scalable solution. I rate its scalability as an eight out of ten. 

How was the initial setup?

The solution's initial setup process is easy. The time taken depends on the volume of code.

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

The solution is expensive. I rate its pricing a seven.

What other advice do I have?

It is a good tool; I rate it a nine out of ten. I advise others to ensure that it fits their business use cases.

Disclosure: My company has a business relationship with this vendor other than being a customer. MSP
PeerSpot user
JoseQuintero1 - PeerSpot reviewer
Senior Services Manager at a tech services company with self employed
Real User
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
PeerSpot user
DiegoSilva Peukert - PeerSpot reviewer
Technical manager at Aoop Cloud Solution
Real User
Good support, powerful ITOM features, and easy to set up
Pros and Cons
  • "ServiceNow is very easy to set up."
  • "The technical support SLA can be improved because sometimes they take a long time to answer our queries."

What is our primary use case?

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.

What needs improvement?

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

For how long have I used the solution?

I have been working with ServiceNow for five years.

What do I think about the stability of the solution?

This is a stable platform.

What do I think about the scalability of the solution?

ServiceNow is scalable.

How are customer service and support?

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.

How was the initial setup?

ServiceNow is very easy to set up.

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

The CapEx version is great.

What other advice do I have?

This is a product that I recommend.

I would rate this solution a nine out of ten.

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. Partner
PeerSpot user
reviewer1016046 - PeerSpot reviewer
Consultant at a computer software company with 10,001+ employees
Real User
Great for incident, change, and knowledge management
Pros and Cons
  • "We have found change management and CMDB to be very useful."
  • "Their cloud management is also not that great compared to other products."

What is our primary use case?

I worked on the CMDB configuration management setup, and then previously I worked on software asset management also and hardware asset management also. I did a little bit on the ITSM side also.

What is most valuable?

The incident management is great.

We have found change management and CMDB to be very useful. 

The knowledge management is quite good.

What needs improvement?

The AAR might require further improvements.

There are areas such as technology management that have scope for further improvement. 

Their cloud management is also not that great compared to other products.

There could be some additional capability for discovery. As it matures, it needs to showcase to users what is possible within the solution.  

For how long have I used the solution?

I have been using it for the last seven years or so, on and off, and especially in the last three, four years, more on a more regular basis. I'm using it almost daily at my job.

What do I think about the stability of the solution?

The solution is stable. There aren't bugs or glitches. It doesn't crash or freeze.

Sometimes the CMDB, BK table gets slow, however, almost all of the other things are good, at least.

What do I think about the scalability of the solution?

The scalability of the product is very good. If a company needs to expand it, it can do so.

How are customer service and support?

Technical support has mostly been good. We have no complaints in terms of the level of service.

How was the initial setup?

Whether the initial setup is difficult or complex depends on the implementation. We have done multiple implementations, however, it depends on the product's implementation on the consumer end. It can vary from straightforward to complex.

The deployment also is product-specific, customer-specific, et cetera. It depends, for example, on the number of customers, the particular, specific scope, and which product is required, and how many users and devices that they have. All these things come into play and change how long it would take to set everything up.

The size of the team a company might need for deployment and maintenance is product and scope-specific, however, it can vary from one or two people to even maybe five to ten people, depending on which products are in scope, and what is the scope of maintenance requirements.

If the project is for the ITSM, it'll be 18 or 19 managers playing a role, and the rest being the configuration managers with other things. However, it depends on the project.

What about the implementation team?

We're an implementor. We handle the setup for clients. 

What other advice do I have?

I'm a consultant. We are a managed service provider. As part of the implementation, the client usually does look for a cloud for it.

I'd rate the solution at a nine out of ten. I deducted a mark as sometimes there is a certain level of slowness, however, for the most part, we have been happy with its capabilities. 

Which deployment model are you using for this solution?

Public Cloud

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

Other
Disclosure: My company does not have a business relationship with this vendor other than being a customer.
PeerSpot user
reviewer1745262 - PeerSpot reviewer
Principal Analyst at a consultancy with 501-1,000 employees
Real User
Useful for incident management, stable, and has remote access
Pros and Cons
  • "Remote access is most valuable."
  • "There should be greater integration with other enterprise applications. We're using Microsoft, Oracle, and other applications, and it would be good to have a greater integration on some of the immediate hiccups that you have with these services. It doesn't mean that when we have a problem with using another application, ServiceNow should be able to fix it, but ServiceNow should be able to alert us to things. There should be a bit more automation or integration."

What is our primary use case?

I use it for incident management. For the part of the business I'm in, it is used for end-user incident management. There are other parts of the business where it is also used for customer data collection or customer engagement data collection.

What is most valuable?

Remote access is most valuable.

What needs improvement?

It needs a more intuitive interface for identifying issues. A bit more natural language processing or something like that would be helpful in understanding my queries.

There should be greater integration with other enterprise applications. We're using Microsoft, Oracle, and other applications, and it would be good to have a greater integration on some of the immediate hiccups that you have with these services. It doesn't mean that when we have a problem with using another application, ServiceNow should be able to fix it, but ServiceNow should be able to alert us to things. There should be a bit more automation or integration.

For how long have I used the solution?

I have been using this solution for at least five years.

What do I think about the stability of the solution?

It is stable.

What do I think about the scalability of the solution?

It is scalable.

How are customer service and support?

We had minimal tech support.

How was the initial setup?

I am using it in a managed IT environment. As far as I know, it was satisfactory, but our department manager would know more.

What other advice do I have?

I would recommend this solution because I make good use of it. I would rate it an eight out of 10.

Which deployment model are you using for this solution?

Hybrid Cloud
Disclosure: My company has a business relationship with this vendor other than being a customer. partner
PeerSpot user
Buyer's Guide
Download our free ServiceNow Report and get advice and tips from experienced pros sharing their opinions.
Updated: June 2025
Buyer's Guide
Download our free ServiceNow Report and get advice and tips from experienced pros sharing their opinions.