ServiceNow Reviews

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. 

We are using Quebec, which is the latest version of ServiceNow. 

We use ServiceNow as an IT asset and business management solution.

We consider the integration capabilities of the solution with other tools to be a valuable feature. 

The solution should have more of the latest version benefits, of which I have found only a limited number. It is annoying that ServiceNow keeps on changing back to Quebec every six months. Content should be added as soon as it changes. Flushing is upgrading.

I also wish to see new features added occasionally.

The performance analytics and services operation module should be addressed. It should be a free plugin for the recording dashboard. We are often in need of a report, such as how many users are using the service or the per hour platform. But, this requires us to install a new page plugin for a static change. I would find this improvement helpful within the next three days. 

It is a reliable solution. 

The solution is scalable. 

Technical support is responsive. Once a person creates a ticket they get back to him quite quickly. 

The initial setup was straightforward.

The license is on the basis of an annual subscription.

We are happy with the pricing. 

The solution is cloud-based. We make use of an SaaS version. 

Of the many hundreds in our organization who are using the solution, 115 are using ServiceNow practice.  

I rate ServiceNow as an eight out of ten. 

We use this solution for many things, such as ITFM, incident problem change, configuration, and vulnerability response.

There are a lot of features within ServiceNow. There are plenty of add-ons that go beyond the typical core helpdesk operations, such as HR facilities, BRM functionality, and various compliance and governance capabilities. Additionally, they provide a strong security suite with vulnerability, no-code integration, self-service options, and a virtual assistant. 

In an upcoming release, there should be more administration tools.

I have been using this solution for six years.

The solution is very stable. However, we did have an outage once because their data center was potentially down.

We have not had any issue with the scalability, it is very good. 

We have 17,000 users and out of those we currently have approximately 1200 active users using this solution.

When we had an outage the technical support contacted us to let us know what was happening. They have an engineering level of support that is very good. 

They could do more follow-ups in relation to issues being resolved.

I would rate the technical support of ServiceNow an eight out of ten.

I am working for a large company and we were using another service provider before that was expensive and complex. I am not sure how many people are still using the old service we were using before because it is outdated compared to other solutions. ServiceNow has a lot more people supporting it, it is a lot easier to find developers, and it is a much more modern platform.

The setup starts out easy but it can get complex quickly.

It is important to be prepared for yearly system updates. Normally your subscription will come with access to those new updates but you need to be ready to quickly update to the latest versions.

I have found the solution very expensive.

My advice to others is to make sure they understanding what they are going to use ServiceNow for which is important. There are a lot of cheaper solutions that can do many tasks, such as tracking and work management, that might satisfy their needs better. With this solution, as your company scales up, you are going to need more people to support it. It is a very popular platform and requires a lot of configuration and development to make it useful to an organization. 

Everybody wants to customize the solution to make it fit their business model, which is what it is meant for. Even though they have no-code development tools within the platform, having well-skilled developers in your organization will help you move along smoothly. 

Having a team that can support the solution is important for success. Unless you have it outsourced, However, you will still have the governance aspect of it to oversee what the roadmap is.

I rate ServiceNow a nine out of ten.

The solution is used primarily to report incidents and then to follow up. It's mainly used for ticketing and incident resolution and tasks of that nature. I look at incidents and see the resolutions and report on that.

The solution is reasonably straightforward to use. The only thing I can say about it is, it presents me with the incidents that I've reported, so that's good. I don't have to look through a whole bunch of other incidents that aren't relevant to me. It's very useful in that sense.

The solution is very stable.

I find the way you need to attach things like screenshots and stuff is a bit gimmicky. I'm a casual user. I'll use it once every two months and only when I have an incident that I need to report. You don't get a lot of experience with it when you're just using it once in a while like that. Therefore, it needs to be more intuitive so that you don't have to re-learn how to do simple tasks as the way to do certain things just isn't obvious.

We've been using the solution for around two years now. It hasn't been that long.

The product is extremely stable. There are no bugs or glitches. It doesn't crash or freeze. It's reliable. It has not been problematic at all.

I can't comment with authority, however, I would say we're a big company and there are probably lots of incidents and lots of demand for it across the company. I'm assuming it's pretty scalable.

We have around 5,000 employees in Canada. However, we're a multi-national. It may not be the case that all countries are on the same platform, however, internationally we have up to 100,000 employees.

it's used quite extensively in our company. On top of that, we are resellers, and we have many clients that we have implemented this for as well.

I've never dealt directly with technical support. I can't speak to how helpful or responsive they are.

I've talked a lot with our groups that implement ServiceNow, and I haven't talked to them specifically about what it's like, or what kind of support they get from ServiceNow when they're implementing. However, I would guess that it's reasonably good, as I suspect it would be a pain point for them if people complain more about things when they're not working due to the fact that it wasn't set up right.

Before the company implemented ServiceNow it was more of a conventional help desk where you as a customer would call in. They might've had a tracking system that they used, however, they didn't give it to us. The thing about ServiceNow is that you get the users to self-serve. We report our own incidents. They never used to do that before ServiceNow.

We have a team in-house that can handle implementation for clients.

I've looked into HEAT. I'm looking to evaluate it with Service Now.

I'm in consulting. I'm not in the group that does the ServiceNow implementation, however, we have people on staff who do it. We've implemented it in our company and I use it as a user, however, I'm not a guy who configures it.

I'd advise new users to get someone, such as a consultant, to help them implement the solution. I don't actually have enough knowledge about it to really give advice. My understanding is it's a good, solid system. In our company, people are quite bullish about it. The best general advice I could give is, if you're getting someone to help you implement it, make sure they're people who know their stuff. If people go for cheap and cheerful support in implementation, they can have problems.

I'd rate the product at a six out of ten. As a self-serve product, it's kind of the middle of the road compared to other online experiences you get as a consumer. It's pretty bare-bones.

I don't actually use this solution directly. We're a partner so we typically find a customer and do the necessary RSC, etc. I am responsible for managing a team of 19 professionals that use this solution and others. I've used ServiceNow in the past, but I am not currently using it.

For starters, the mobile capability is very European-focused and my primary work location is actually the Middle East. ServiceNow doesn't cater to the Middle Eastern market. For this reason, we actually had to develop our own solutions in order to accommodate our customers that need an interface in Arabic. ServiceNow doesn't support that. It doesn't have a language patch for that at all. 

In addition, having a ServiceNow portal that has to be accessed via a browser on a mobile device is not always ideal for customers. Having a mobile application that specifically caters to those aspects, that provides users with access through the ServiceNow portal, is very important. 

I have been using ServiceNow for 13 years. 

I think the technical support is pretty good. They can be a little bit slow sometimes, but overall I think they're good.

From a licensing perspective, various partners negotiate the price with ServiceNow directly. Certainly, from a product-platform perspective, the price is not too bad. I suppose it could be a little bit cheaper. We do get customers that complain that the product is expensive compared to others in the market.

If you're interested in using this solution, contact us, we'll do it for you. Overall, on a scale from one to ten, I would give ServiceNow a rating of nine.