ServiceNow Reviews

Everything that I've done over the last six years with ServiceNow has been for hospital systems. It was used at different levels for different clients. Many times, it was being used by the whole organization, but my involvement has always been for the department projects. There was significant effort into reporting and dashboards and some automation for approvals. I am currently using its latest version.

Visibility and resource management are the two areas that are improved by the ServiceNow Project Management implementation. The Project Management module provides visibility to leadership. We are able to get accurate dashboards and, more importantly, proper resource management. A lot of this isn't necessarily ServiceNow functionality. It is also a matter of implementation and adoption process.

Before ServiceNow, in the environments I've been worked with, there were a bunch of files, such as Microsoft Project plans or Excel spreadsheets, all over the place, and very rarely anybody had a clear understanding of where we were in the project. By the time they had an understanding, the document used to become dated. 

Being able to have the required information for project management is valuable. I've got multiple people accessing it, and I'm tracking tasks with percentages done. It allows me to have detailed notes and provides the ability to attach documents. I have used a lot of project management solutions, and there were gaps in terms of what was available. ServiceNow has got all the features and functionalities.

It is a solid solution. It is also easy to get into and use. It is certainly highly scalable. 

The reporting, which also includes dashboards, needs to be improved. Both dashboards and reporting require subject matter experts. A lot of end-user configuration and functionality comes with ServiceNow and it is not bad, but when I want to do something slightly more sophisticated, I've got to get a ServiceNow subject matter expert to get those dashboards all set up. One of the big reasons why that's so difficult is that ServiceNow is effectively a whole bunch of databases, and almost every module is fundamentally a database, so pulling information from multiple modules is painful. The key thing here is the Time Tracking piece, which is rather important because that's what helps you automate the percentage done inline. Getting a report that shows combined information from Time Tracking and Project Management into a single view is difficult.

There should be the ability to turn on and off portions of Project Management. I'm not asking them to do a finance portion of Project Management through the interface. Currently, there are hundreds of fields that project managers are looking at and trying to decide whether they should fill them out or not. Being able to configure the user interface without a subject matter expert would be really great. 

When you want to get a little more value out of the product and pull data from multiple modules and do something that isn't built-in and is a user-configurable thing, it gets ugly. Currently, as soon as you install the new version, you've got to go back there and make all those tweaks. There should be just a configuration file that goes to the new version. When a new release comes out and I've tweaked it, I shouldn't have to go back and manually tweak everything again. 

When we look at ITSM pieces, there is a knowledge base that works really well. I feel that the Project Management module does not leverage the knowledge base the way it should. I don't think it needs to be a separate knowledge base. There should be links. Currently, if I am configuring a project and looking at a particular tab or field, and I want to know more details about that, there is no simple way other than to go into the knowledge base and do a search. There is no simple way for me to just click and see the approved knowledge base article about that particular tab or field. 

There is no built-in ability to get to these articles, and the customer would have to build it. All the stuff is in the knowledge base, but I am constantly required to go and do a search and find it. After that, I have to try and figure out if this is the approved one. Most knowledge bases are designed so that your end users can submit articles, at least successful ones. You've got to get the subject matter expertise into the knowledge articles, and there is a clear delineation between the ones that are approved versus the ones that work right. I want both types of articles in there, but I want to be able to delineate which ones are the approved ones and tie them in Project Management. This functionality is already there in some other areas, but it is not there in Project Management. Not being able to link that knowledge base in a more fluid way is a big miss because it just makes adoption much harder.

Resource management should be easier. This is an area where I would love to see an improvement. The nature of ServiceNow is that it tends to be a bunch of fields. It is a bit like an Excel spreadsheet. You're in a software interface, but you've got a bunch of rows and columns. Other than dashboards, there are a lot of rows and columns views that often do not help you to easily see and manage resources. More graphical and more click-and-drag ability around resource management would be really good. The data is in there, and you can run dashboards, reports, and stuff like that, and very often, get the information in a somewhat consumable view. However, it tends to have frozen columns. It would be amazing if they can make resource management a little bit more graphical. There are other solutions that I've seen where resource management was a more visual experience.

I have been using this solution for six years.

From a perspective of it working, there are bugs occasionally, but for the most part, it is very solid. There are always pockets of problems, but when it comes to Project Management, I am yet to see a significant bug or issue. Most of the bugs and issues are more related to a lack of functionality as opposed to something that is broken or bad data. All such functionalities get added in the next version. 

From the perspective of doing what it is supposed to do, it is very solid. My experience has been very good, especially with the most recent release.

It is highly scalable. Once you get over the initial pricing shock, you can have multiple people in there, and you can scale quickly and easily. It is one of those things where you get a better price for more people and most subscription licenses. Technically, it can scale up, but it starts getting expensive.

In the current environment, they have licenses for 180 people who are actively using the Project Management module. They have 30,000 end users, and their users have view-only access to Project Management. Once it is stable, and they are completely comfortable with it, which may be a year or longer, they might potentially expand it to the entire environment. They have 30,000 people in the US, and they also have health systems in South America. So, the total number of users could be between 50,000 to 60,000. Going to South America would probably be two to three years out.

I've got a lot of experience with ServiceNow outside of the Project Management module. Focusing just on the Project Management module, my experiences have been very good. ServiceNow, at least for this particular module, has been smart and only tends to let you get on the phone with somebody who really knows the product. There are not that many support calls typically, and they tend to be just the technical staff that are supporting the module. While you can have end-user support, I've not worked with many customers who buy the support for the Project Management module for anybody who is not actively using it as a project manager, and even those project managers usually rely on the core administrator team. They'll tell them what the problem is, and that core team will call support.

When I've been on the calls with support, which I have done on a regular basis over the last couple of years and certainly with this current customer, I've been very pleased with their knowledge. These are highly technical calls, and it is not what I would call typical support. It is definitely the third-tier support that we are calling and getting, and my experience has been extremely good for the Project Management module.

I've definitely used over 20 project management solutions, but they can't be compared with ServiceNow. Some of them were homegrown, and some of them were built into the electronic medical record solution that was there. 

The current customer I'm working for didn't make a switch. They had made that decision and gone to ServiceNow four years ago. They adopted Project Management probably two years ago. It seemed very logical to go ahead and switch over to ServiceNow Project Management because people were already logging into ServiceNow. About a year ago, in fact, right about the time when COVID hit us, they actually finished the implementation. There have been some hits and misses because the staff resigned and things like that. 

Other customers that I've worked for had either Microsoft Project files or Excel spreadsheets. Many times, they also had a web-based project management solution that literally was a task list with a percent complete and literally four fields per task, and those would be stacked in. A lot of these were more team management solutions such as Microsoft Office 365. None of them is a competitor to what you get from ServiceNow.

It is overly complex mainly because it has a lot of content. There are some out-of-the-box configurations, and there is also a lot of content that is not configurable out of the box. Of course, most organizations aren't mature enough to use the additional content and additional tabs. Typically, the implementers are smart enough to deal with that, but I've worked with customers that weren't smart enough to go ahead and say, "Hey, we need a subject matter expert to come in and install this module." Sometimes, they brought somebody in to do just the bare bone install, and then they wanted to configure it themselves. 

You need a subject matter expert. ServiceNow doesn't always do it, and very often, it is third parties who implement it, but they don't do a great job of educating their customer on what they should and shouldn't do as their initial install. They just say here is the tool to some extent. You should ideally go for subject matter experts that are either recommended by ServiceNow or are directly from ServiceNow. Of course, it gets more expensive as you go up that chain.

ServiceNow could do a better job of prepping their coordinators and supporting this process. It is tough because most of the customers first need training on project management in general before you start teaching them how to use the tool. There is no lack of support. It is just not well-organized and prioritized support. There is a knowledge article for everything from ServiceNow, and all the information is there, but it is not organized in a way, especially for a new user, to say that don't worry about this. We'll get to this later. Here are the things you should worry about, and here are the things that you really should do as best practice. That's the key.

I have been advising and working with implementation teams over the last three years. Every single time, after they implemented and started using it, they started to discover things that they wish they'd known beforehand. That's why it would be good to have an organized set of best practices from ServiceNow saying, "Hey, you're implementing. This is new. You don't have a mature organization that has a bunch of requirements. So, here are the minimum out-of-the-box things that you should enable. We're also going to hide all that stuff that you don't need, and we're going to get these fundamentals working." Guided and organized best practices for organizations that are new to project management would be a huge win for ServiceNow.

It is a cloud product, so it requires just configuration from us. Typically, implementation takes two to three months, which includes all the beforehand and after closeout. You have some meetings, make some agreements, install the product, and get it up and running. Installation would take just two to three weeks, and the implementation would take two to three months because you've got to do training and everything else to truly get it in there. Most organizations also end up having to come back and do remediation that takes an additional three to six months. We're not talking about the setup where everybody is working on it. We're talking about a setup where you've got a small team that is typically working on the issues, coming up with solutions, and then implementing them later. There is usually a three-month to six-month clean-up afterward. It's not uncommon for me to see close to a full year from the first conversation to when they feel like they've got stable, usable, and good reporting coming out of the solution.

It was a company recommended by ServiceNow. ServiceNow has got a top-six list, and this was number two on their list. In terms of knowledge and the ability to solve problems, they were very good. Because there are no organized best practices and things like that from ServiceNow to help customers in avoiding mistakes, I've not seen an implementor that does it properly. I am constantly trying to help, but, of course, you also typically have that executive that just wants to get it slammed in. This is because they think that with the tools in place, things will suddenly get better. However, good technology rarely results in good results. You've got to have adoption in order to have good results.

While I'm certainly complaining about some deficiencies, I have been very pleased with this implementor's ability to come in, implement, explain, tweak, and get things right. I have been very pleased with what they do. Deficiencies are more typical of all of the implementers, including ServiceNow.

In terms of maintenance, I have not worked too closely with the PMO staff that does that, but as I understand it, they've got four people. Two are directly involved, and two are more along the lines of training and support. There are really four roles for them. There is one role of subject matter experts who are constantly looking at what functionality is in use and for which functionality they want to start adopting. They look at what can we do with the Project Management tool. They also create a lot of dashboards and reports. The end-user functionality is very powerful, but when you want a dashboard that starts grabbing things from multiple places, it is not easy. They spend a fair amount of time doing that kind of work. They also provide support and spend a fair amount of time troubleshooting the data, which isn't because the product isn't working correctly. It is because the users aren't correctly using it. They also simply look at the data for management. They kind of audit the data to see that what we know and what we're hearing in the status update meetings matches what's in the tool. When it doesn't match, they audit the content and figure out whether there is a problem. All four of them probably spend at least 30% or 40% of their time doing that audit process, sitting in meetings, hearing what's going on, looking at the status reports, matching those up with what's in the tool, and making sure that it matches.

That's a tough call. I would say yes, but I don't think that many of the customers are calculating or tracking that sort of thing. From my perspective, when we say the return on investment, a lot of times we're talking about hard dollars and being able to readily show that my expenses were reduced. The return on investment for most of the project management solutions is improved performance in project management, and therefore, it is a bit of a soft cost saving because of the improved efficiency and ability to deliver projects. That's usually where ROI is seen, and it is tough to make that a metric.

I'm not aware of any additional costs. I'm pretty sure that the current client is paying just the licensing fee per user. I do know that they've got some support agreement with ServiceNow, but I don't think that is broken out or specific to Project Management. It is just inclusive.

I certainly would recommend it on a regular basis as a viable scalable project management solution. It is a solid solution. It has got all the features and functionalities I want. The lack of visualization of data, ease of implementation, and ease of configuration results in difficulty in training people, and it needs to be more visual and a little bit easier to configure and maintain. Currently, as soon as you install the new version, you've got to go back there and make all those tweaks. It is not all or nothing sort of thing. It is just a case of how much of the functionality done in a manual way has to be redone in each update. That could change over time. They're constantly improving how this works, but in my experience, that was very much the case for the last two upgrades that I've done. Occasionally, I've had problems where existing data from a prior version did not migrate. There is some wonkiness, and you got to go in and clean things up a little bit, but it is pretty minor. It is one of those things where when you've got a solution like ServiceNow that every single person in the organization is using, and you do the update the next morning and realize that none of your reports are right because you've tweaked it, and now, you have to go and fix it. In fairness, if you only use it out of the box the way ServiceNow says you should use Project Management, it probably wouldn't be an issue, but I am yet to see a customer use ServiceNow Project Management out of the box with no changes.

Comparing it to all other project management solutions without consideration of cost, I would rate ServiceNow a seven out of ten.

Primarily, we use it for our service desk and IT help desk ticketing. We also have the PPM module. ServiceNow is our main PPM platform at the moment. We use the Idea Portal for project requests, and we are also in the process of installing the financial module. We're using the latest version of ServiceNow.

It has improved the way in which projects are requested and assessed. We used to have two forms that PMs used to send out. We had a committee that would say yes or no and allocate the resources and the time for the project. PMs used to bring the forms, and I used to go through them with the committee. With the Demand process, we have been able to automate that. We now have what is called a Demand Pipeline. PMs still come and present at the committee, but everything is easier to track now and automated. We go through the process of the demand and then turn it into a project, which I find very useful, at least on my end.

It does exactly what I need it to do. I report to the CIO and senior managers for the overall projects. It is great for me because I can show them fancy graphics and makes my life easy.

The Idea Portal and the PPM platform are most valuable. Their out-of-the-box dashboards and reporting are fantastic. I use them almost on a weekly basis. I have developed a couple of PMO dashboards for reporting.

It is user-friendly. Everything is done through a navigation bar, and it makes things a lot easier that way.

They can maybe improve the area of agile project management. They do have user storyboards and other things, but we kind of lean on Jira for that work. This is perhaps an area that could be looked at a little more.

I have been using this solution for about two years. 

It is a great product. I haven't had any issues with it so far, and it has been working well.

It has been really good for us. For portfolio and program management, which is my area, ServiceNow is my go-to place. It is only the agile module that people aren't using as much because they're used to Jira. We kind of allow our project managers to use whichever product they want for their project management.

We are adding modules as we proceed. The financial module is coming soon. We already have the Service Portal deployed, which is being used. We are also looking at doing a service catalog type of thing.

We are a large organization, but ServiceNow is mostly being used by our IT. Our user base is around 300. We have one admin.

I haven't interacted with them.

We used to use Planview, and we moved to ServiceNow to incorporate one platform for everything. It also made a lot of sense financially. We were at the end of our contract, so we decided to go for a new solution. It took us some time to deploy it, but overall, it works better for us. It has good metrics.

It was pretty straightforward. It took about three months. We had to migrate our former projects from Planview PPM. It wasn't hard. We just had to make sure that everything was in there.

We worked with a third-party company to get things set up, and they were experts in those areas. They were fantastic.

On the PPM side, I am quite satisfied with what is there. Apart from submitting tickets, I haven't used the ticketing system to its full functionality, so I can't really comment on that. We are quite satisfied with the tool. Its out-of-box reporting is quite balanced. We didn't require much customization when we deployed it. We did some customization, but we tried to stay out of the box as much as possible to make things easier for us. It has been working really great out of the box.

If you have no experience in using it and if you are just deploying it, not migrating from another solution, it should be pretty straightforward. With a little bit of training and help from ServiceNow, it should be up and running in a couple of days. If you are doing a large-scale migration, as we did, I would probably recommend using a third-party contractor.

I would rate ServiceNow a ten out of ten. 

We primarily use the solution for tickets and we use it for order processing.

We use the product for incident management, asset management, and service management. Those are the three big use cases. It's mostly asset management.

We use a ton of the features.

The best feature for me, personally, is Discovery. That one is super useful for us. Discovery is super advantageous. That has brought us a long way forward. That is a big deal for us. It's gotten us away from the manual of walking the floor to trying to find the assets.

The other one that is really big for us is Automatic Workflows. That is a big deal and certainly helps with the streamlining of the process and the interconnectivity with incident management.

The solution is very stable.

The company went out of their way to help us and even helped us save about six months of deployment time.

If you stick to the out-of-the-box solution, it's an easy setup.

You can scale the solution quite well.

Technical support is very helpful and very responsive.

The licensing needs to be divided into tiers in order to attract lower-level users.

Right now, the licensing is kind of an all or nothing and so what happens is, is that either somebody has full access or they don't have any access due to the way the licensing works. There is this kind of view for ITIL purposes access that we kind of need, and we don't have access to it. If you think of RACI, it's informed access. You would need a full license to be able to do it. And we just don't. It really caused us a level of visibility loss. 

Basically, what the licensing offers now is just for doers. There's no viewer role. It really needs a viewer role or an approver role level of licensing without a doer role license having to be issued.

If you move away from the out-of-the-box configurations, the initial implementation can get complex and take a while.

I've been using the solution for about two years at this point.

I love the stability. We were lucky enough to be physically located very close to Service Now. When we were hitting problems with our internal organization to roadblocks, we literally drove up to Service Now headquarters and sat down with them for an eight-hour session to revamp our whole internal process. I was pretty sure that if we would have continued down our own process, we would have taken another six months. However, with Service Now's assistance, we fixed it in one day just by having access directly to Service Now. That was an amazing process. They enabled us to jump forward six months and made things super stable.

We're a huge company. Scalability is definitely possible. We're scaling to over 100,000 users. We have asset management users, incident managements, software deployment, hardware deployments, break fixes, asset monitoring, et cetera, all on this solution. 

We do plan to increase usage in the future.

If a company needs to scale, it can do so, no problem.

Technical support has been great. They are extremely helpful and responsive. We're quite satisfied with the level of service we receive as an organization.

We did previously use different solutions. Everything was fragmented. We were able to combine multiple systems. We tied multiple systems to combine them into one ServiceNow offering. We wanted to consolidate 50 or more systems into a single system and Service Now is one of the two options we looked at that was able to do that.

The deployment process is basically about requiring, gathering, and then developing or customizing the product itself for the workflows and then deploying it out into the field. It's really pretty simple, as long as you stick to a lot of the out-of-box functionality. 

When you start to get away from the out-of-box functionality, you can really link in the deployment process. Anything that you go out past that out-of-box functionality, you can really hurt yourself. Basically, it has the capability of getting very complicated. However, if you stick to out-of-the-box, it's simple. We personally found that out the hard way.

For us, the deployment process took two years. 

We recruited some outside help to assist us in the implementation. We found that having experts on hand was extremely beneficial.

I'd recommend outside help. There are definitely some nuances within the deployment that having some experts within Service Now is very helpful - especially when you're first time to have some outside thinking. 

Our organization has noticed an ROI. They're happy with it.

The licensing needs to offer a variety of levels to meet what an organization actually needs. Right now, it's all or nothing, and that can get costly.

We also evaluated SAP against ServiceNow. We ended up choosing ServiceNow in the end, however, I can't recall what the deciding factor or factors were.

I'm a customer and end-user. 

We are using the FAAS version of the solution currently.

I would advised those companies considering the solution to take advantage of what the programs do rather rather than try to lift and shift.

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

We primarily use the solution for IT service management and then we're using it for custom applications. That includes digitizing workflows and helping our company with that.

The solution was bought for ITSM and we have also bought the Pro package, meaning that we have particular AI capabilities, among other features, that are quite useful. 

The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows.

The solution scales well.

We've found the product to be quite stable so far.

When ServiceNow adds new features we have seen a tendency that they are very immature. They may release items too soon. In a company where you need to tweak and adjust, then I think there are so many improvements to be done.

If you have advanced questions, technical support often doesn't know the answer.

The stability has been good so far. There are no bugs or glitches. It doesn't crash or freeze. It's reliable.

We have five engineers on the solution, and then 375 users and 200 App Engine users.

The solution is quite easy to scale. If a company needs to expand it, it can do so relatively easily.

I've been in touch with technical support both directly and indirectly.

Their level of support is about the same as Microsoft. If you ask advances questions, however, it's difficult for them to help. They need to be more knowledgeable about the product itself - especially in regards to advanced features.

I would say that we are not completely satisfied with their level of service.

I didn't handle the initial implementation and I wasn't part of the team that did. I can't speak to how easy or difficult it was to implement or what the deployment process looked like. I'm not sure how long it took.

The solution is on the cloud and therefore doesn't require any maintenance.

The solution is a bit expensive. We have bundled it into our three licenses. It's difficult to actually say if they are more expensive than, for example, PowerApps, since everything is bundled together.

I've looked at PowerApps. I'd say that ServiceNow has smaller features. The pricing is likely the same.

We are customers and end-users of the solution.

I'd recommend this solution to other organizations.

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

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.

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.

We've been on ServiceNow for two years.

It is stable. There are no issues at all.

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

I haven't contacted them.

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

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

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

I would rate ServiceNow an eight out of ten.

This solution is used for ticketing, reporting, and changes as well as for operations and incident handling. We always use one version prior to the latest one within the environment.

It provides us visibility into how we're responding to business needs. If somebody requests a new user account, a new computer, or something else, there are SLAs that have been agreed upon between different departments and business organizations. We can run weekly and monthly reports to get visibility into how we're responding to business needs.

It enables us to meet SLAs, track issues across the environment, and report those issues.

The level of complexity and the level of discovery are the two areas that can be improved. Its UI needs to evolve. They focus a lot on cool colors and other little things, which don't bring value in terms of functionality. They need to focus less on presentation and more on the functionality within the UI.

Its discovery mechanism should be improved. There is a component in ServiceNow that discovers the assets, but it doesn't do an immediate discovery, and there is a lag. If I want to open a ticket for a laptop or an asset, that asset needs to exist within ServiceNow for me to be able to say that I need to have its disk space or memory increased. It is referred to as a CI or configuration item in ServiceNow. Sometimes, ServiceNow doesn't discover these items, and as a result, I cannot open a ticket and tag that system or asset. If a system was introduced to the environment last week and it is still not listed, it becomes a problem. I will either have to wait or manually enter that system or asset. So, if I have a laptop with only 8 GB of memory and I want to request 16 GB of memory, I won't be able to do that in ServiceNow because my system or asset hasn't been discovered yet. Discovery is not immediate, and there is a lag. 

I have been using this solution for around four years.

It is a stable solution.

We're a small company with less than 10,000 endpoints. I would be able to tell you about scalability only if we had more endpoints, such as over 100,000. Currently, its usage is 100% because everybody is using the tool. On a daily basis, we have less than three percent usage, which would be 300 use cases on daily basis.

They are awesome and great. I wrote the API bidirectional connector from Splunk to ServiceNow, and I've worked with them, and they are awesome.

I have been with this company for four years. When I came into the company, this solution was already in place.

I was not here when implementation was done, so I can't provide information about the challenges that had to be overcome when the solution was implemented, but I do know that it was implemented by a third party called Accudata. We did not implement it in-house. It was a managed service initially.

I would advise having a close relationship with the people who are implementing it and staying on top of it. You should meet every day to address any problems that are encountered. 

I would rate ServiceNow an eight out of ten.

We use the solution for workflow automation and business processing.

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.

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.

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. 

I have been using the solution for three years.

We have had no major issues with stability.

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

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

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. 

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.

ServiceNow is helpdesk software that I have some experience with. This is not a solution that I deploy. Rather, I interact with it using hooks between it and NetBrain.

It is used for the creation and tracking of tickets and incidents, tasks, projects, and self-ordering. Our parent company uses ServiceNow for ordering and it has been utilized with a lot of different workflows. This is something that we never did but now that we've merged together, and we've merged our instances of ServiceNow, it means more of those self-service tech catalogs now in place and utilized.

As an end-user, I have not had any real problems with it. I use the capabilities that I have to and it's one of the tools that I have to use because that is where tickets are presented.

ServiceNow is a very powerful tool that can perform a lot of different functions.

There is inherent complexity with this tool because of the number of things that it can do.

My company has been working with ServiceNow for close to 10 years.

This is a stable solution. There's very little that I'm aware of in terms of hiccups and complaints.

As an end-user, I have not been in contact with technical support.

We did have an on-premises solution until about a year and a half to two years ago, and now we're using the SaaS version. That changes features and then tools, and perhaps other things as well.

ServiceNow is a very powerful tool and with power comes complexity. It's divided up well, and I have experience updating tickets in it. In my opinion, it can do a lot, although some people think that it should do a lot more.

I'm not convinced that it should be the source of truth for everything. Some people promote it as the source of truth, but in networking automation, there are multiple sources of truth. For example, Active Directory is your user source of truth. IPM is your IP source of truth. The ticketing system has access to a lot of things, but does it need to be, and should it be the source of truth for something? I don't think so.

I think that it should pull from other places and be a collection of sources of truth. It's not the source of truth for users, it uses users. It's not the source of truth for devices, as devices are managed elsewhere. However, some people try to force it to you be that source of truth. I think that following such advice can lead to trouble.

Again, it's a very complex system and you can make it do whatever you want. It's just a matter of getting it to react the way you want it to.

I would rate this solution a five out of ten.

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.

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.

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. 

I have been using ServiceNow for two years.

ServiceNow is very stable. The scalability is also great.

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.

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.

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.

We use the solution as it's a requirement for our standards of use in the future. I primarily use the product to look for tickets. I also check for future projects and so on.

The solution is very easy to use.

Now that I've worked with it a little bit, I can find what I need rather quickly.

It was pretty easy to implement the solution.

The solution is quite sizable. There are a lot of features.

It can scale well.

The product is stable.

The solution integrates well with other products.

We've been pretty happy with the level of support they offer their clients.

A new user does need training or time to learn the solution before jumping in. It was very hard in the beginning to understand everything. I couldn't find the models I needed at the time.

I've only been using the solution for a few months. It's only been a rather short amount of time.

The stability of the product is good. There aren't bugs or glitches to deal with. It doesn't crash or freeze. It's reliable.

The solution is scalable. If a company needs to expand it, they can do so.

At our organization, there are about 300 users on the product currently.

We'll be using the solution into the future.

The solution has fairly good technical support. We're pretty satisfied with their level of service. I'd say they are responsive and knowledgable.

We previously used HP before switching to this product.

The solution was easy to implement as it wasn't styled out. It wasn't too complex.

Normally there is staff training near the beginning. This is not the case anymore. You can use it right away, however, it is difficult in the beginning, coming at it from a new user's perspective. That's the main thing to keep in mind. Organizations should be aware of this at the outset and plan for it.

During the implementation, we did get help from outside sources. This assisted in the setup process. It helps if a company gets training before as well.

I'm not responsible for licensing and therefore don't have any information in terms of pricing or cost structure. It's not something that I need to worry about in my day to day.

I assume that we are using the most up to date version of the solution. 

I would recommend the solution.

On a scale from one to ten, overall, I would rate it at an eight.