ServiceNow Reviews

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 managing IT assets and business operations.

We are also using it to help make better business decisions.

Using ServiceNow has forced conversations around the whole IT domain, on how we can manage the IT assets through their life cycles. This starts with identifying the need and introducing it, developing it, and deploying it, to then eventually making decisions to remove the asset from the operation.

I can use it to see the whole life cycle.

As a company, it's about how you get your data in there and manage it.

I like all of the operations and features that I have seen.

I like that it's running on a unified platform and that there is no data integration.

I can get a real-time view of how our assets are performing.

I also like that with the operations running on a unified platform, I can then get a better picture of ITHealth through the application platform management tool.

I really like what they've done with their common service data model because now I can make a connection between the business process and technology. I can start showing the role some of the technologies are playing and talk about the health of the technology and even connecting it up to the business strategies. You can do that with the APM component.

I like having one platform to get that view.

The marketing needs improvement. This platform can really do a lot and I don't think they do it justice for what it can do. 

I have to go out there and market things. Whereas I think if their teams were a little more in tune with what they could actually deliver, they would do a better job selling it.

I still haven't seen a holistic picture of the whole platform and what they can really do. I don't know if that's intentional or if they're not selling it.

The visuals are the one area where there is opportunity for improvement. 

The reporting can be difficult, but they are making it a little easier to create reports or introduce a wizard to help you walk through them.

You have to know the entity-relationship diagram to get the right data and make the right connections. 

The visual representation of the data is an area where they fall short of, but they do have a partner who is native to their product. It does a much better job visualizing the data. I don't know if that is there, the way they're closing the gap.

I would like to see, from a business process automation perspective, where an engineer or architect could implement the automation. You don't have to write the spec and hand it off to a ServiceNow developer.

For some of the things that are happening with the other BPM tools, I'd like to see ServiceNow be a little more user-friendly. Another thing I'd like to see is that they have a representation and their service taxonomy of a more modern application for events business logic, as well as APIs. As it is now, it's still in the application and infrastructure perspective, but that's not totally a modern construction of an application.

I have been using ServiceNow for 12 years.

We are running the current version. 

From a SaaS perspective, it's very stable. I think in the 12 years that I've been running it, I have seen maybe one or two outages. For the most part, it's pretty stable.

I haven't really experienced any performance problems. I am assuming that they are monitoring and extending it when they need to.

I don't know how many users they have at my current company. In my last company, we had more than 1,000 users. They were primarily IT except for the work request part of it that came in from the entire enterprise.

It is being used extensively. There are definitely plans it increase the usage. I am working on the plans to extend it. It was just introduced in March, more for the kind of IT service side of it. Problems, incidents, change, and work requests for example. 

Now I am looking to bring in governance, risk, and compliance. 

Also, having conversations with other areas like business continuity, disaster recovery, and security about how they could leverage the same platform for some of their operations.

I think whoever purchased it had this in their vision, they're just not communicating who's vision right now. I have been having those conversations to get people to understand what we will be able to do in the future so that they buy into making the move and investing in learning how to use ServiceNow.

I wasn't on the support team. I am on the architecture team, but as far as technical insights go, and to help make decisions, they have been very good at sharing knowledge. 

I have a couple of connections right now who, as I'm trying to push things out a little bit more, I'm pinging. I am getting help with enterprise ERDs and different things, and they're very responsive to them.

I was not involved in the setup of this solution. It was already in place when I started with the company.

To others who are interested in implementing ServiceNow, I would say, consider it for running your IT operations, but implement it capability by capability. This will allow you to see the big picture of what you're going to get at the end of it. You can't do a big bang approach on this. Rather, you have to be very deliberate in how you implement it.

They have thought through it, and not just the whole domain in the platform but now they have connected it to the business side, the business needs and the processes, the work that people do down to the technology. I think that was missing a few years ago, probably more than a few years ago. Because I think they met with them in 2016 around it. But they have got that now, and it is really powerful. 

I've been working through the taxonomy with different parts of the organization and the fact that they can start making some of these connections in a system I think is phenomenal.

Also, they have the assets included. When you do an assessment to see, how healthy it is, you can not only see who has impacted the business applications that are impacted, which drives you to the people and the processes and all those things. You can also see what the root cause of the cross problem is, and manage the root cause in a more holistic manner.

For its space and what it is capable of doing, I would rate ServiceNow a nine out of ten.

We were using ServiceNow to collect data in problem areas in operations. Most recently we are using it for our internal hardware tracking. For example, if someone requires a change of computer system, new headset, or any other hardware defects.

ServiceNow has helped improve our organization by making it more efficient. Since we only need to manage the cloud service and not other aspects, such as infrastructure or software, this has freed up 30% of our human resources that can be utilized on other tasks. The solution has added value to the company.

The solution is easy to use, simple to make queries, flexible to configure, integrates well, and supports all of our companies needs.

If you want to do analysis about a problem or collect information and export the data on a spreadsheet or a BI system is very easy. The data is able to be selected very fast which is very good because, in general, to export or to restore the information with another tool was terrible. You practically needed to go directly to the database and export it from there instead of having the ability in the menu of the application. With ServiceNow, the options are in the menu and you can do all your queries directly and export them in different formats. This saves us a lot of time and makes our work a little easier.

The solution is always updating and you are able to see the road map of what is going to come in the future.

When we are using the solution on mobile phones on their networks the performance is reduced with a delay of approximately 8 seconds. There is less delay using the desktop computers connected to the WiFi or to the network directly.

I have been using the solution for approximately three years.

The solution is very stable. We have never had an issue with ServiceNow, I do not remember a time we had a problem with the application. However, there are problems with the network, internet connection, and mobile networks, but not in the application. If there is a connection issue once the connection is established again the recovery is very good because the data automatically start to flow without any problem between both applications.

Azure has had only one incident in three years of use in our experience. 

The solution is scalable. It is in the contract of the SaaS we have the ability to scale the solution in the cloud. We have never experienced problems because if we demand more capacity for processing we automatically receive it from Azure.

We have 24 hours a day, 7 days a week support. However, I have never needed to use it.

The installation or deployment is easy because this is a Software as a Service (SaaS) solution and it is managed by ServiceNow.

They analyze the use of the tools they provide us with and they do the new deployments in a slot time when we do not use the tool or have minimal use. They inform us typically more than a week in advance and they send several friendly reminders when the cloud service has to do a change, a new deployment, or an upgrade. They are very flexible to keep the downtime of the service at a minimum and at a time that the tools are not being used.

The color scheme we are using is not good because sometimes the background is difficult for me to view. However, this is a company decision and can be changed.

We use a SaaS solution because the service has improved performance and maintains the up-to-date security of the application. As a company, we do not need to worry about doing upgrades because everything is looked after by ServiceNow. It is a very good solution and has worked very well for us.

I rate ServiceNow a nine 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.

We primarily use the solution just for our ticketing purposes to keep track of our incidents, projects, and tasks.

We use it for internal projects, circuit routers, upgrades, keeping track of vendor contracts, et cetera. Basically, it's just a repository of everything that we do and to support our internal clients that deal with maintaining bookkeeping as well as providing the tickets, keeping track of projects, and stuff like that.

It's great for keeping everyone informed in the company - not just IT. Everyone becomes aware of change requests and incidents so the entire company is on the same page.

It's great that everybody is in the loop - especially from an incident perspective for a user. If I'm waiting for somebody to get back to me, or if I'm researching something, I could update the notes and I don't have to call the user. The user will get that ticket via email. They're aware. You don't have to go and chase people and update them individually, or even on a group basis. Whatever I enter into my notes is sent out to everyone. There's no gap in information sharing.

The general incident management is very good. On a day-to-day basis, we get incidents and we need to keep records. The incident tickets are being used a lot.

The change management within ServiceNow is great. It's great due to the fact that it keeps track, of everything. Any change requests that touch a particular business or function can be used and distributed amongst whoever's involved in that project. Everyone is informed of what changes are needed or done. I don't need to go and individually create a separate distribution list. It's simple.

The solution offers very good functionality and transparency.

From my perspective, when I create any incidents or even a change request or any projects that I'm dealing with, I could upload as many documents as I want, unless people take the software and they basically structure it to the way they want it. 

It's easy to use. If somebody is in an IT business or even has a basic knowledge of any ticketing system, they could learn it very quickly.

The solution is very stable.

The product scales well.

There aren't any improvements that I could suggest off top of my head, as it's a well-informed well-structured solution. From a business perspective or an individual, IT perspective, there isn't much to change at all. 

Some companies may find that adding as many documents as they like to an incident makes the solution problematic. 

Once a change request has been created once it's been approved and been submitted, there is no way to go in on that particular change request and submit an additional task. You would have to revert the change, then submit an additional task for a group to act on. I'd like it if we had the ability to, once the task had been approved and created, go in and create an additional task for a particular group to action. That's definitely one thing I would want to make a change to.

I've used the solution for a very long time. With my current company, I've used it for five years. However, I also used it at my previous company for around 20 years. It's been a few decades at this point.

The stability is very good. We haven't had any problems. It hasn't gone down and it hasn't crashed. There are no bugs or anything like that. I don't see it any now and I haven't in the past - even after 20 or more years. This is flawless software. 

It's scalable. You could easily modify it and you could create reports or you could do whatever you want to do with it based on the privileges. There's no downside to it. You could create your individual report or you could use a template and create your own individual report and you can use search criteria for your own searches for incidents, change, tasks, anything. It's very flexible.

We have about 100 users on the solution right now.

We may increase usage in the future. Right now, it's being used quite extensively.

I can't speak to how technical support is in terms of helpfulness. We'll go to our backend developers and they basically deal or interact with them. I haven't had any interaction with the ServiceNow technicians or anybody else from ServiceNow.

I've been in the industry for almost 20 or 25 years. With the previous ticketing system that I used to use, which was Remedy, there's a big difference. ServiceNow is just so much easier.

I didn't handle the initial setup.

That's a different group that does altogether. It's a packaging portion. We basically tell them if there are certain things or floor processes that we need to create. We'll create it on a front end, we'll create the diagram, the workflow, and everything else. We give it to the backend office and they'll basically make the changes as they go. They'll give us a test case scenario before it goes live, and any modification or any changes that are required. We reply back to them with the information and they basically make the changes according to what we want. From a packaging or modification perspective, it's not something that my team or I do. 

I'm not sure how many users are currently maintaining the product.

We're just a customer and an end-user.

We are using the most recent version of the solution at this time.

The product is well-versed, and it's simple to use - which is why I would recommend it. You've just got to know how you're going to organize or structure everything. Whoever's basically managing or deploying the software needs to map it out. They should be able to modify or scale it to the way they want it, however. 

I'd rate the solution at a nine out of ten. We've been very happy with its capabilities. The flexibility and the ability to modify what you want are great - and, on top of that, it's pretty simple. If you know how to do a simple query, you should be able to pull up anything that you want. That's what I like about this software

I use the solution primarily for IT Financial Management and IT Business Management.

In financial management, this platform has the infrastructure allowing us to expand the way we want to. For example, it gives you many business rules and budget models that you can use to optimize your workflow. It does not put you in a box. Additionally, integrating this solution with other platforms is extremely easy to do.

The asset management application could be improved. They have a lot of the infrastructure built, but it does not come with already made compatibility with some of the most popular vendors, such as Cisco and Microsoft. You have to fix it yourself.

If this solution wants to be a big player in the asset management field, they have to have tools to compete with competitors, such as Tanium, that have integration with Cisco and other vendors.

I have been using this solution for approximately 20 years.

I have not had any issue with the stability.

The scalability is excellent. We have approximately 600 people using this solution in our organization.

The technical support was excellent.

Previously I have used CapStone and Remedy.

The initial setup is straightforward.

The price of this solution is expensive.

I have evaluated Tanium.

For those wanting to implement this solution, I would advise using an expert.

When using this solution you have to expect you will need to continuously optimize it to get the most out of it.

I rate ServiceNow an eight 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.