ServiceNow Reviews

The use case for ServiceNow was that one of our clients was using some other tools for the ticketing system, which was an on-premise tool that presented a lot of hassle with respect to infrastructure challenges. They contacted us, and we evaluated different cloud-based solutions such as Jira, ManageEngine, and ServiceNow. After the demos and evaluations, they adopted ServiceNow, and we migrated all their workflows from the legacy system to ServiceNow.

The key points, both pros and cons of ServiceNow in comparison to Jira or ManageEngine technologies, are that it offers an object-oriented architecture, which is more flexible and allows us to customize the workflows quite easily. Additionally, the user interface is very much aligned with the requirements of the customer.

Feature-wise, the object-oriented architecture of ServiceNow is very much helpful for designing the workflows and similar tasks.

I have seen ROI from ServiceNow, as the client I mentioned earlier is achieving ROI for adopting this cloud-based technology. They have removed the costs associated with on-prem infrastructure, including data center costs, power costs, and physical server costs.

I am currently working in a previous organization as a second line support engineer, and while I am working there, I update my regular activities and support details in ServiceNow, so you can ask me regarding that without any problems.

My relationship with ServiceNow is as a user who creates requests regarding issues such as machines not properly connected to the internet or printers not working, and I have access based on the support profile.

I use ServiceNow to investigate issues, update my findings, and fix the issue directly, or if any on-site intervention is required, I forward it to my next level or escalation. For day-to-day activities, such as rebooting servers, we want to get a change request approved before proceeding after business hours or on holidays, and we keep the ServiceNow ticket in my queue, updating our findings with screenshots and details before closing the tickets.

The features of ServiceNow that I find most valuable include its ability to easily access ticket details if you know the ticket number, monitor the timeline of when the ticket was created, and see the current status, which makes ServiceNow the best tool I have ever used.

The integration capabilities of ServiceNow allow us to enhance our existing environment easily, so I rate it as a nine.

The return on investment from ServiceNow may be around 8.5, indicating time-saving benefits or fewer people needed to operate with this solution.

I use ServiceNow for everything from ticket management to demand and more in my daily work.

As I manage the automation COE team, I've found that getting incident reports and handling demands from different markets is quite useful with ServiceNow. The dashboard helps us track data effectively and see the outcomes, making it very valuable. Although I'm not a heavy user of ServiceNow, I find the delivery for the COE team to be really good compared to previous tools I've experienced.

The features of ServiceNow that I find the most useful include the impressive handling of incident reporting requests, which go into the cab with types, priority types, and the SLA that we can set. The mobile client is also really good, allowing everyone to view demands, requests, and incidents through the mobile app, which has a great UI and user experience.

Overall, apart from not using it extensively in terms of API, as an end user, the demands, requests, service catalog, and incident reporting are much better compared to what we were using earlier.

I use ServiceNow to log tickets, raise incidents, and handle change requests for different environments by utilizing various categories, situations, and service assignment groups. I track all tickets related to issues or enhancements.

ServiceNow helps us track tickets related to issues or enhancements efficiently.

We mainly use ServiceNow for workflow definition, primarily for ITSM purposes. It is utilized across the whole organization for functions, from employee onboarding to various operational activities. We leverage different use cases for HR functionalities, IT applications, IT operations, IT support, finance activities, and project submissions.

The workflow management in ServiceNow is amazing. The integration with third-party business applications is extraordinary, providing compatibility with major vendors like Microsoft, Oracle, IBM, as well as with custom-built applications. Automation capabilities are impressive, bolstered by a vast repository of out-of-the-box connectors and plugins that facilitate integration with various applications worldwide.

I primarily use ServiceNow for client development. We have specific clients, and we offer consultation for them. Our tool also handles project management.

For our work, ServiceNow's service catalogs and SDK integrations are the most valuable features. It offers integrations like the mid server integration and others. ServiceNow provides a wide range of functionality, covering all the necessary modules, unlike Jira which is primarily for IT.

I use the solution to collect data to build KPIs. We promote and foster the usage of workflows in the company.

We use the data to compare and review situations, propose improvements, and promote action items.

We use a ServiceNow for ticketing.

We support multiple use cases across several tracks: the database, middleware, ETL, and Abolition track. As a DevOps team, when we receive requirements from the production team related to production issues like memory or infrastructure upgrades, we initiate the process by raising a ticket, an incident, and a change request.

For example, when we procure new servers, whether physical or managed VMs. We submit a change request for the Go-Live, including business tasks requiring approval from different teams, such as our L3 support and service delivery teams. Once all tasks are approved, the appropriate group of approvers authorizes the change. The change occurs during the weekend, provided it falls within the green zone, which refers to a maintenance window designated by the support team. This will follow the same process for submitting a change request. For certain incidents, we also need to raise a separate incident request. For example, if we need to check the table space in the database, we might have to raise an incident to request access or additional permissions.

ServiceNow is a lightweight utility. You can always customize it, which filters out your data and gives it to you based on the selected filters.

As a team lead, the functionality I use most is reporting, where I pull reports on overdue changes to ensure no SLA breaches. Self-service is another feature. The change management feature is crucial, allowing me to track all changes requested or coordinated by my team. Lastly, incident management is also a key feature I use frequently.