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 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.

The incident management is great.

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

The knowledge management is quite good.

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.  

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.

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.

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

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

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.

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

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. 

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.

Remote access is most valuable.

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.

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

It is stable.

It is scalable.

We had minimal tech support.

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

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

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. 

My primary use case of this solution is for tickets.

ServiceNow has helped us a lot because it helps us track our tickets, and rather than having to take notes of changes and updates, we can access all the information with a TP number.

An area for improvement would be the accessibility of downloaded and compressed files.

There are no issues with stability that I know of.

I found the initial setup to be straightforward, and it should be relatively easy for anyone to navigate it with a little help.

ServiceNow is close to perfect, it delivers exactly what is needed in terms of keeping track of information in our records. I would give it a score of eight out of ten.

Your time-to-market, or TTM, becomes faster when you use ServiceNow. Even individuals that are not tech-savvy can quickly change processes and workflows in it. This can make the organization as a whole more agile. 

ServiceNow's mobile app should be seamless and it is not right now. Whatever I'm able to do through a laptop or a browser, I should be able to do via mobile. That would be a big advantage. 

I have been using ServiceNow for more than a decade. 

ServiceNow was designed entirely on the cloud from scratch and its competitors like HP and BMC are trying to catch up to it now. It has a beautiful interface and a single system of record. 

If you are just starting to use it now, take baby steps first. Then, when you understand how it can fit into and benefit your business, implement bigger changes.