ServiceNow Reviews

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. 

We use the solution primarily for IT Operations Management, SLA and ordinary day-to-day operations. We also use it for business dashboards and different groups within the company.

I like the solution very much. The majority of customers use it. It is one of the best, the most apt solution the industry has to offer. It is stable, scalable and easy to use. 

The total ITSM package offers availability, performance and scalability. 

I think the tool has matured sufficiently over the past six years that I do not see room for improvement. It comes with in-built capabilities and it is up to us to use it as we see fit. I would say it meets nearly every use case of ours. 

While we consider the solution to be fine, a weakness of it is that it is not on-premises. 

Security and privacy issues should be addressed in respect of the IT operations data and data storage. They should not be on a shared infrastructure, but on the SaaS in isolated storage. The solution should offer better security when it comes to storing data. 

We have been using ServiceNow for quite some time, perhaps as long as six years. 

The solution is stable. 

The solution is scalable. 

I have encountered no issues with the technical support or its response time. I have found its response time to be prompt. 

The entire installation process is easy and very straightforward, which consists primarily of the installation of the tool and its configuration. We are talking about SaaS, software as a service installation, meaning one which is ready for use. As such, there is no real installation work involved. 

The installation period lasts from two to several weeks. A medium enterprise would have a two week installation period and a large one would have a month. 

Although I am not directly involved in the team staffing purposes relating to the installation, I would estimate that it would not involve more than five or six specialists. 

The license involves a multi-year contract. While the option exists to pay for a monthly license, we are dealing with large enterprises and these typically involve multi-year licenses of ten or five years, at a minimum. 

As systems integrators, we deploy the solution both on-premises and on the cloud, although it is mostly cloud-based. While we handle both on-premises and SaaS deployment, I am only addressing the aspects involving the latter. 

Globally, we manage in excess of 250 customers. We have a shared services model which serves more than one hundred customers. 

I do not feel it would be beneficial to explore other options beyond ServiceNow. 

I rate ServiceNow as an eight out of ten. 

I have used this solution to create forms for employees to fill out. 

The main use is for incident management.

They are configuring the asset management in CMDB, and they are installing at this time.

It has the ability to consolidate different areas of the service desk into one solution.

I like that it's always up and running.

I am not a fan of ServiceNow.

The menus and the interface need improvement. It feels like a shopping cart and like I am shopping on the internet. The graphics of the menu could be better.

The interface is not user-friendly.

To me, ServiceNow is a money pit. It takes a lot of money to manage it.

With this company, I have been using ServiceNow for one year, and another two years before that in other companies.

I am using the latest version.

ServiceNow is a stable product.

It's a scalable solution. We have not had any issues with the scalability of this solution.

We have 5,000 users in our organization who use it.

This solution is used quite a bit and the company plans to increase its usage.

I have not contacted technical support.

This solution was already in place, but in a different organization, I used a solution called SysAid. I thought it was much easier to manage.

This was already in place when I arrived, but they are installing the CMDB and we need the help of a partner.

It seems to be very complex.

We have one person who is dedicated to the maintenance of this solution. He is a Service Desk Supervisor.

My experience with the integrator has been positive.

My advice to others is to be prepared to spend money.

While this product works, I feel that the UI is terrible, it's horrendous.

I would rate ServiceNow a four out of ten.

We primarily use the solution for service desk requests, in order to track service desk requests and to know who's asking what and track these requests.

You can scale the solution.

The product has very good stability.

It could be easier to use. It's a bit complicated and the user experience isn't exactly easy.

It's too complicated and there are too many options. 

I've been using the solution for two or three years or so. 

In my experience, the solution is very stable. There are no bugs or glitches. It doesn't crash or freeze. I find it to be reliable. 

It's my understanding that the solution scales well.

We have about 100 users on the solution currently.

I've never used technical support in the past. There never was a need to reach out. I can't speak to how helpful or responsive they are, however, as I have no direct experience with them.

I also have experience with Jira.

I didn't really get involved in the initial installation. It's my understanding that there really isn't one. In my experience, there's just a simple link that you click on and you're all set.

I don't have any information about the licensing process or costs. It's not an aspect of the solution I deal with. I'm not in charge of it.

I've compared this solution to Jira in the past and I find them both to be complex in terms of the user experience. 

That said, I haven't evaluated anything to replace this product at this company. 

I'm not sure if we're using an on-premises or cloud deployment. 

I'm not sure which version of the solution we're using. 

At this point, I'm not sure if I would recommend the solution at I don't have enough personal experience with it.

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

The solution has the same drawback as that of the DMC remedy. The capital expenditure neeed to get the tool up and running is extensive. 

We are in the process of moving to a cloud-based solution. This and the issue of the solution's pricing should be addressed. 

The stability is good and has been improving over the years. 

I do not have experience with OME support and, therefore, cannot comment on it. The skill-set exists for supplying local support. Locally, inter-office, we have skills. There are those partners who invested in training people. I feel that the technical support has been improving over the years. 

I prefer the installation and configuration of ServiceNow to that of the competition. 

Getting the solution up and running is expensive.

I prefer ServiceNow to the competition because of its ease of use, installation and configuration. 

I rate ServiceNow as a six out of ten.