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.

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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
Dave Koffij - PeerSpot reviewer
Information Technology Architect, Cloud and Security at a tech services company with 51-200 employees
Real User
Top 10
Easy and customizable
Pros and Cons
  • "You can have it installed and up and running within hours if you know what you're doing. Time to market would be one of the main things to consider."
  • "It's a great platform, but there's still room for improvement. As the solutions stands now, you do need a lot of previous experience to use it. It would be great if they could develop some use case templates. This would be beneficial for a small and medium-sized businesses."

What is our primary use case?

Right now, the primary use case for this solution within my organization is billing. The proposal is to expand our use of the platform to validate privileged requests. 

What is most valuable?

The ServiceNow feature I find the most valuable is its cloud-friendliness. You can use it in-between Clouds and the platform.

It's easy and customizable and that is the goal. You can have it installed and up and running within hours if you know what you're doing. Time to market would be one of the main things to consider.

What needs improvement?

It's a great platform, but there's still room for improvement. As the solutions stands now, you do need a lot of previous experience to use it. It would be great if they could develop some use case templates. This would be beneficial for a small and medium-sized businesses as they rely on their development teams.

It's a multipurpose tool. If it could be further developed and specialized within the brand, different organizations could more easily implement it.

What do I think about the scalability of the solution?

If you implemented ServiceNow properly, scaling up is no big deal.

How are customer service and technical support?

I have not had to contact technical support while using this platform. 

What other advice do I have?

ServiceNow is a great tool if you know what you're doing. To use it, you have to have some operability and development skills. If you don't have that, ServiceNow won't be easy to use for you. 

You can do many things with it. For example, you can create IT workflows. It can also be integrated with other products.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Founder and business lead at a tech services company with 11-50 employees
Real User
Top 20
Feature-rich and scalable, but the interface and developing tool are lacking

What is our primary use case?

ServiceNow can be used for many different use cases such as:

  • IT service management
  • Managing Assets
  • Development and operations
  • Job processes 
  • Project portfolio management
  • Managing of infrastructures

There are many more modules and HR that I have not yet explored that are available.

What is most valuable?

What I like the most is that it's a common service data model and the fact that everything is available on one platform.

What needs improvement?

The user interface could be much improved, and the developer tools and sets can be improved greatly, they are lacking.

For how long have I used the solution?

I have been using ServiceNow for more than five years.

I am using the latest version.

What do I think about the scalability of the solution?

I can't give you the exact number of users we have but it's thousands.

We plan to increase usage in the future.

How are customer service and technical support?

For the most part, our experience with technical support has been okay.

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

Previously, we were using BMC Remedy.

How was the initial setup?

The initial setup is very easy to get started, but it gets very complex as you move along.

There is no installation involved, as it's in the cloud.

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

There are licensing fees.

What other advice do I have?

I would recommend this solution to others who are interested in using it.

I would rate ServiceNow a seven 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
Sr. Systems Manager at a manufacturing 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
Consultant at a consultancy with 11-50 employees
Consultant
Top 20
Scalable, stable, easy to set up, and has more extensive features than other solutions
Pros and Cons
  • "It has more extensive features as compared to the other competitors."
  • "Currently, we are finding it a bit difficult to monitor the subscriptions that are being used. The reporting feature related to this can be improved. Its ITOM functionality can be improved. BMC does a better job than ServiceNow in terms of capturing utilization and other such things."

What is our primary use case?

We use it for incident management.

What is most valuable?

It has more extensive features as compared to the other competitors.

What needs improvement?

Currently, we are finding it a bit difficult to monitor the subscriptions that are being used. The reporting feature related to this can be improved. 

Its ITOM functionality can be improved. BMC does a better job than ServiceNow in terms of capturing utilization and other such things.

What do I think about the stability of the solution?

It is quite stable from the implementation perspective.

What do I think about the scalability of the solution?

It is quite scalable. Scalability is one of its advantages.

How are customer service and technical support?

Their technical support is not bad. I would rate it a four out of five. It can be improved in terms of being able to understand and help with management.

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

We have been using both ServiceNow and BMC Helix ITSM for our client. ServiceNow is more scalable, competent, and intuitive than BMC Helix ITSM. It is a little bit more expensive than BMC Helix ITSM.

How was the initial setup?

The initial setup is more or less straightforward. The deployment took around 30 to 40 days.

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

ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM.

What other advice do I have?

I would advise others to make sure what is required. 

I would rate ServiceNow an eight out of ten.

Disclosure: My company has a business relationship with this vendor other than being a customer: partner
PeerSpot user
Head of ITSM and Service Availability at Aon Corporation
Real User
Top 5
Robust, user-friendly interface, versatile, and helpful support

What is our primary use case?

We use ServiceNow for our internal IT and end-users. When I first started with it, I was simply a user. I've now started to manage the functionality, as well.

Very soon, we will be upgrading to the Paris version.

What is most valuable?

The most valuable features are its ease of use and capabilities.

ServiceNow is a pretty versatile product.

It is robust and very user-friendly.

What needs improvement?

I would like to see more functionality in terms of custom workflows, not impacting the overall platform health.

For how long have I used the solution?

I have been using ServiceNow for between four and five years.

What do I think about the stability of the solution?

This is a really stable solution.

What do I think about the scalability of the solution?

It is possible to scale, as needed.

How are customer service and technical support?

I have not had direct experience with technical support, but they have been very helpful for us.

How was the initial setup?

The initial setup is quite straightforward. Ours is a pretty large implementation, so it took approximately two weeks. This was due to the complexity.

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

This is a pretty expensive product, so the licensing could be better.

What other advice do I have?

This is a product that I absolutely recommend. My advice is to use as much of the out-of-the-box functionality as possible.

I would rate this solution an eight out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Konstantinos Kourtidis - PeerSpot reviewer
Systems Analyst at a energy/utilities company with 11-50 employees
Real User
Assists greatly with collaboration and we can provide knowledge-based information

What is our primary use case?

We use ServiceNow for ITSM onboarding. We are customers and I'm a system analyst. 

What is most valuable?

The solution helps us to collaborate and it's great that it is knowledge-based. We make knowledge-based, easy-to-find information, and you can use the flows in ServiceNow. Those are the most useful features.

What needs improvement?

Performance could definitely be improved. There may be features I'd like to have that are not activated because of our licensing agreement. I would like to have the ability to access a Gantt chart.

For how long have I used the solution?

I've been using this solution for five years. 

What do I think about the stability of the solution?

The solution is stable.

What do I think about the scalability of the solution?

It's quite scalable, we have around 300 basic or IT users which is pretty much everyone in the company. 

How are customer service and technical support?

Technical support responds very quickly and if there's an emergency, they'll give us a call. 

How was the initial setup?

The initial setup was quite straightforward. We deployed internally with some assistance from ServiceNow who carry out the maintenance. 

What other advice do I have?

This is a very speedy solution so I rate it nine out of 10 on that basis. 

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?

Amazon Web Services (AWS)
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Bharat Nutakki - PeerSpot reviewer
Practice Manager at YASH Technologies
Real User
Top 5
Strong platform capabilities, useful AI technology, and provides many analytic reports
Pros and Cons
  • "Some of the valuable features I have found the solution to have are it can serve many different types of businesses, it has strong platform capabilities, provides application development, built-in predictive intelligence, and performance analytics reports."

    What is most valuable?

    Some of the valuable features I have found the solution to have are it can serve many different types of businesses, it has strong platform capabilities, provides application development, built-in predictive intelligence, and performance analytics reports.

    For how long have I used the solution?

    I have been using the solution for six years.

    What do I think about the stability of the solution?

    The stability of the solution is very good.

    What do I think about the scalability of the solution?

    We have customers using the solution in medium to enterprise-sized businesses. The solution is not meant for small-sized businesses.

    How are customer service and technical support?

    The technical support we have experienced was excellent.

    How was the initial setup?

    The initial setup is really easy. Having a complex environment could add to the installation time but typically the solution can be up and fully operational in six to eight weeks' time.

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

    The solution is priced for medium to enterprises sized businesses. However, it is expensive compared to competitors. Small businesses would have a hard to justify the price, it would not be cost-effective for them.

    What other advice do I have?

    Those wanting to automate all of your internal functional departments under one system platform I would advise before implementing this solution to train and educate your teams on the use of these types of solutions first. This will allow for an easier transition.

    I rate ServiceNow an eight out of ten.

    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: November 2022
    Buyer's Guide
    Download our free ServiceNow Report and get advice and tips from experienced pros sharing their opinions.