ServiceNow Room for Improvement

Fabio QUINTANILHA - PeerSpot reviewer
IT4IT Manager at L'Oreal

The product’s standard user experience is not the best. To make it work, we have to do a lot of customization. The UX could be improved.

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DM
IT Project Manager at a manufacturing company with 10,001+ employees

They could be more competitive with their licensing. We went to roll out asset management discovery and at the time they charge per network device only and you didn't get a price break until you were at 5k devices. To me, I would change the licensing to discovery of all devices. We made do with SCCM instead, but the limitation with using that is that we can only discovery over one domain. 

CreatorCon is an event for Servicenow customers to show off what they've done with the tool. Servicenow benefits because they can partner with the customer to make a solution a permanent solution in the tool. 

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Arvind  Mehrotra - PeerSpot reviewer
Managing partner at AmPmilify Associates LLP

The challenge with ServiceNow lies in its expansive portfolio of services. It can be complex, and users may find it expensive and challenging to understand. There is a need for a configurator within ServiceNow that guides users on how to utilize the tool effectively. This configurator should provide insights into licensing, team requirements, and the best licensing model based on whether companies prefer ownership or consumption-based models.

ServiceNow has been deployed in both on-premises and cloud environments. However, the cost of using ServiceNow, especially for IT Operations Management is high. This expense has led customers to explore alternatives such as Freshdesk or other products in the market.

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Buyer's Guide
ServiceNow
March 2024
Learn what your peers think about ServiceNow. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,234 professionals have used our research since 2012.
II
IT Support Manager at MAF Retail

Some features within ServiceNow have negatively impacted productivity, particularly in managing the entire process. Transitioning from Jira to ServiceNow has proven challenging for end users, as requests now involve multiple tasks, IBM numbers, and request numbers, which can be confusing. The ticketing system is also complex, causing confusion among teams and complicating reporting. Regarding incident management, while the process remains similar, end-user feedback indicates an overwhelming amount of unnecessary information, leading to confusion.

There is a need to enhance ticket details visibility on the portal, such as displaying SLA information, which currently requires development effort. Additionally, there's a need for line manager approvals, especially for requests like license procurement, which is currently managed via teammates. Developing a feature specifically for approvals could alleviate the need for additional licenses. There are challenges with SLA reporting due to SLAs being configured as tasks. This leads to difficulties in accurately reporting SLA compliance, as one ticket may have multiple SLAs. Addressing this issue would improve reporting accuracy.

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Prashant Shetty - PeerSpot reviewer
Associate Director at Raytheon Technologies

From an HR standpoint, if users can have a very integrated onboarding or offboarding process between ServiceNow and Workday, then it can give a very good employee experience.

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Jason McCombs - PeerSpot reviewer
IT Specialist at a government with 10,001+ employees

The biggest complaint I have is that the ServiceNow search engine is not very robust. The term has to be typed correctly. It has to be exact. For example, if you misspelled a term in Google, it will give you suggestions indicating that this is what you may have been looking for. ServiceNow does not do that. I would like to see something like that. It would make it a lot better and a lot easier to use.

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Shrikant Pillay. - PeerSpot reviewer
Associate Director- Infrastructure Presales at Kyndryl

The solution’s pricing is expensive and could be improved.

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Andrii Dobrovolskyi - PeerSpot reviewer
Chief Technology Officer at Dominos Pizza

There is room for improvement in price. 

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Khalid Qureshi - PeerSpot reviewer
Program Architect at Afiniti.com

We can't update bulk tickets using a simple query language. Jira lets us update hundreds of tickets with one command. In ServiceNow, you need to select each task separately to close them. The dashboards could also be more user-friendly. Monday.com has better dashboards.  

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HT
Senior Business Systems Analyst - Enterprise Methodology and Process Program Manager at Judicial Council of California

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.

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Farah Ben Ahmed - PeerSpot reviewer
DLO Veritas Backup solution Project Manager at Tunisie Telecom

There is a need to learn scripting because as in the case of all the ITSM tools, scripting is needed for customization. If you're not very comfortable with scripting, then you may feel that you cannot do everything in ServiceNow without learning scripting.

The licensing costs are high for companies in Tunisia.

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VT
Global Alliances Manager at Tech Mahindra Limited

The utilization of AI in ServiceNow needs enhancement. Their incident management system requires attention. If you examine it closely, there's an extension available in the market for future consideration. ServiceNow is quite advanced in incident management solutions. If ServiceNow aims to improve its incident management capabilities by incorporating AI/ML and other general components, it would advance the product and enhance its use cases, ultimately boosting productivity. This would lead to improved overall value for enterprise customers.

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JR
Senior Consultant at Rountree Technology Consulting, LLC

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.

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MP
Assistant Manager at Wipro Limited

Improving the quality of consulting services is essential and can lead to significant enhancements. The user interface for accessing assistance sometimes disconnects.

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NH
Solutions Architect at Quintica

The solution's user experience could be improved concerning its UI and portals.

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PN
Devops Engineer at a manufacturing company with 10,001+ employees

They could improve license management, particularly when integrating different applications or toolsets. The process of how licenses are billed and the potential for noncompliance issues could be clearly stated during module purchase. It results in unforeseen costs when integrating various tools, such as DevOps, where contributors from projects may be misinterpreted as core contributors, leading to unnecessary charges. They could make the licensing process clear to understand.

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Rupesh Jethwa - PeerSpot reviewer
Solutions Architect at Globant

Need to focus on small business like Licensing, packaging

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PC
ITSM Process Owner at a financial services firm with 10,001+ employees

One thing I don't care for is the reporting and the way it functions. Exporting a report, from a view,  initiates a rerun of the query in the background - highly inefficient.

In terms of the implementation, there seems to be a dearth of basic table joins, on initial install, necessitating the creation of your own database views to get seemingly related data to act like related data. In other words, it's popular to have incidents linked to changes, and linked to problems, and linked to other types of records. And vice versa, you could have an incidents caused by a change. You could have an incident that has a problem record built off of it. However, there are several modules where, if you don't create table joins - for example, for demand records and demand tasks - between those two, then the only option is pull two reports (one for Demands, one for Demand Tasks), and manually merge them outside of the tool. It's highly inefficient. That is something that is a deficiency within the tool design overall.

The initial setup is a bit complex (could have been designed to be profile-driven, as an alternative).

While I recognize that it's a popular thing to do, due to poor design, update sets have to be moved manually, from platform to platform, easily introducing errors (sequence, origin, etc.)  along the way. I've seen far better promote-to-production schemes with other tools.

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DK
Senior Principal at Devoteam Management Consulting

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. 

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PP
Practice Manager, Automation & Orchestration at a tech services company with 5,001-10,000 employees

Security needs some improvement. The governance, security incident management, cloud management, and the security module are getting better.

Service mapping could be less complicated. The configuration, and running it appropriately, but that's a difficult thing to do overall.

It needs to be more cost-effective because it can be pricey. 

I would love to see ServiceNow create a solid mid-market entry point for it. They tried it in the past and it failed. That was ServiceNow Express.

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Avinash_Arepaka - PeerSpot reviewer
Technical Lead at a tech vendor with 10,001+ employees

It should include information on navigating various user interfaces for creating diverse requests directed to different teams. Enhancing usability involves providing easy access to interfaces tailored for different types of requests across teams.

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JK
Senior Desktop Analyst at Tech Mahindra

That features are already there, however, maybe they could have some tutorials or give more power to the users versus having specialist administrators doing things. There's a big knowledge base. There's a lot of know-how that's saved in there, however, actually allowing people to do their own thing is lacking a bit.

I know there are functionalities for using it on other platforms. However, specifically for iPhone or Android, if there's something where I'm walking around and working in different offices, if I'm able to look up information directly, instead of going back to my laptop, that would be ideal. Making a mobile version would be helpful.

It's pretty customized already. I don't think there's anything that would be an area to fix.

I know that I actually have the special panel for all the features that I use, like creating tickets, managing hardware. Anything that can be integrated into especially our other types of features, such as SCCM, Microsoft SCCM, being able to update hardware, instead of manually going inside there would be good.

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EJ
Global Chief Information Officer/ Chief Technology Officer at Kidzania

We are elaborating and defining the business processes, so I will believe that we will be able to avoid the older models for the second phase. But first, I wanted to have these incident and asset management models in place as a first phase of the implementation.

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BK
Lead Cybersecurity Analyst at a tech services company with 10,001+ employees

Its setup is tough. It takes a lot of knowledge and a lot of experience.

In terms of features, we're pretty happy with the product as it is. They make regular improvements. We look at them, evaluate them, but we haven't seen anything that we wanted to use it for, though we continuously reevaluate our tools to see where we can expand our capabilities.

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SK
Lead Program Manager (Enterprise Architecture) at a insurance company with 5,001-10,000 employees

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.

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JA
Quality Management Office (QMO) Manager at a comms service provider with 10,001+ employees

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.

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SM
National Enterprise Architecture Lead at a financial services firm with 5,001-10,000 employees

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.

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GR
Principal Architect & ServiceNow Product Owner at a consumer goods company with 10,001+ employees

The solution's stability and pricing need improvement.

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DL
IT Service Expert at Vodafone

I have enjoyed all the features. There is not any feature that I have missed or didn't have.

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VT
Project Manager, Manager of ITSM Consulting Team at a computer software company with 10,001+ employees

I sometimes try to compare ServiceNow with Micro Focus. When I worked with Micro Focus or HPE, I liked how they communicate with partners, how they provide materials. ServiceNow really does lots of things in this area, however, there is definitely some space for improvement there. For instance, some workshop materials, et cetera, are lacking. They need to be providing vendors and implementation partners with materials and guidance on implementation.

The solution is mostly on the cloud. On-premises implementations are more difficult. 

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NP
Market Data/Application Support - Assistant Vice President at a financial services firm with 1,001-5,000 employees

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.

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PK
Director of TechOps at a computer software company with 201-500 employees

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.

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it_user1402869 - PeerSpot reviewer
Global Service Management Lead, Powered Enterprise at a financial services firm with 10,001+ employees

There are no outstanding gaps or deficiencies that I face at the moment for my business or operational needs. That said, I am interested to see the firm's strategic plans for Artificial Intelligence (AI) and Machine Learning (ML), and how the particular areas it will expand on from its existing investments (that feature, for example, in its ITSM Pro and CSM Pro modules). Our AMS business will benefit from further automation of the more mundane tasks as we continue to develop the platform's configurations - including the streamlining / automation of our change control workflow for faster deployment (critical when tackling the very frequent upgrade cadences of Oracle, Workday, Coupa, etc.).

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it_user459117 - PeerSpot reviewer
Sr Analyst at Southwest Airlines

I feel like there should be perhaps more unit testing before patches are rolled out because every patch has broken our entire catalog. That's kind of the most time consuming areas to test because of volume. There's so many catalog items. Each one has to get looked at, the workflows, each step has to be done. Every patch has broken our entire catalog, and I'd love for that to go away.

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Cris Mom - PeerSpot reviewer
Associate Engineer at ProV International

There is a concern about the integration point of view, particularly the virtual agent. Currently, we are working on integration with Teams and the virtual agent. Now, the chatbot and portal are available. A pop-up message shows the redactions button if you click on anything in the chatbot conversations. This redirects to the portal. It should open, and the virtual agent should be integrated that way.

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FC
Co-Founder - Managing Partner at Helvetia Fintech

Probably the backlog organization could be a little bit easier in terms of transversality between different squads. It would be nice if we could, with some specific access rights, move histories from one squad to another, as they generate dependencies or duplicate or flag them. We'd like to create dependency charts between different teams. This is something that Jira, for example, used to do very easily.

It would be ideal if there was some sort of Follow button to help users follow certain concrete task histories. That way, if you are following something, you could bet an immediate update when there is a change of status or a new comment or whatever.

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BS
Product Owner and People Lead at a wholesaler/distributor with 10,001+ employees

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.

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it_user459060 - PeerSpot reviewer
Unit Manager at a healthcare company with 1,001-5,000 employees

I would say there really isn't anything I found that I really dislike. Now the caveat to that statement is we've been going at the deployment for a while. Again, I'm the user, the consumer side of the tool. What I'm waiting and watching to see is, as these new modules roll out, as we implement change and knowledge base, I've got myself and my group, we've got a lot of work to do yet just to learn the tool as it is today. We haven't really gotten into it far enough to say, "Gee I really don't like this."

The sense I get just from some of the classes that I've taken where I've been poking around in some of the tools that we don't have yet, I do see there's definitely a learning curve involved. Now I look at it like there's a learning curve involved in any new tool you bring into your organization. I think the overall pain of the learning curve maybe less when you have a common tool like the ServiceNow. If I get over the learning curve for problem management, for example, I'm probably halfway there with change, incident and the rest of them. A lot of things you're going to learn and want are applicable together. I think overall the total learning curve will probably be less.

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OC
Domain Specialist Team Leader at a retailer with 1,001-5,000 employees

I have a problem with the way the solution's price is calculated.

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HishamTarek - PeerSpot reviewer
UNIX and DevOps Team Leader at ALEXBANK

The solution’s user interface could be improved and given a better design.

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Mangesh Shaharkar - PeerSpot reviewer
TM at Tech Mahindra Limited

It should enhance its offerings by providing the chance to obtain course certifications at an affordable fee. The functionality of the mobile application is still not entirely clear or optimized. The UI of the mobile application needs improvement.

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Ashish  Paikrao - PeerSpot reviewer
Cloud Infrastructure Engineer at Pathlock

The pricing structure could be more budget-friendly.

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Lars Schmidt - PeerSpot reviewer
IT Consultant at Sydbank

The pricing could be lowered. It's pretty high.

We have had a few issues with the Agent Client Collector setup, however, that's probably at our end for some network blocking reason, or something like that.

Their GUI could be updated. It's a little bit old-looking right now. 

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PA
Senior System Engineer at a healthcare company with 10,001+ employees

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

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it_user458997 - PeerSpot reviewer
Manager of Helpdesk at Bloomin' Brands

I think some of the areas for improvement are some of the features that get added sometimes and not a lot of help and resources get devoted to them. A good example is inside of my self-service portal, we use heavily utilizing the wizards that will actually walk users through a guided experience, asking questions, giving responses to lead them where they want to go because in the restaurant industry not everyone wants to fill out forms. They just want to be led by the hand. They're hired to run restaurants, not run computers. So, there's very little documentation on how to use them and how to build them. It's kind of one of the features that got put in but never really expounded upon because it's not been used a lot. So, we really taught ourselves how to use them.

The other one would be what I'm looking at now which is coaching loops. Very little documentation. Very little understanding of how it works. Again, learning it on my own because the book explains this is kind of the fields and what they do, but very little as far as actually using it as available. I would say sometimes they're great features, and they're great additions, but if there's not a lot of user adoption, then not a lot of documentation gets written for them.

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it_user459114 - PeerSpot reviewer
Sr Software Engineer at Southwest Airlines

There's some platform code that is compiled and its Java code on the server side. There's no documented API on what the functions and properties are of that code, and we're not able to reflect that code to get it to make our own API. I think some of the platform devs have met with me in the developer hub and said that they are working to provide that because they can see why we'd want it. I'm excited to hear that that gap will get closed soon.

Also, some of the way that the patches would break the catalog and the catalog items would cause unnecessary changes to the lay out in the UI. Like moving a field label from the left to underneath. If you have 30 items on a page, or more, that's going to offset everything. Unnecessary moves and then unnecessary moves back, stuff like that.

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it_user458943 - PeerSpot reviewer
Assistant VP at a financial services firm with 1,001-5,000 employees

I always say that I have never been asked to do something in ServiceNow that I couldn't do. They've just released mobile which is an update for the new release, which is a great step in the right direction. The push notification is the way of future, things like system emails and those sort of things are sort of an antiquated way of dealing with the notifications.

I would like to say less of an emphasis on those sort of things and more of emphasis on using ServiceNow as the notifier itself, so as you're logging in, you see the notifications of the things that you need to address then, not to getting spam in your email box. Because what happens invariably, this is the second company that I work for, what people do is they get tired of the ServiceNow emails and they just shove them into a folder and never pay attention to them, and at that point you've completely lost your audience. If there was a better way to get notifications out than email spam, that would be great.

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RB
Director Delivery and ServiceNow Practice Lead at a computer software company with 51-200 employees

Like all other IaaS, PaaS, and SaaS subscription cloud providers, ServiceNow is constantly improving by building new capabilities to expand the breadth and depth of its offerings while increasing its activities with partners to build more capabilities. As ServiceNow and its partners/customers expand the capabilities, I see new vertical applications being created (currently underway for TELCO and other industries). Stay tuned for more updates that not only provide new capabilities but also enhance existing ones.

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DF
IT Systems Analyst Lead with 10,001+ employees

I would like the reporting aspect to be better, including the graphs. It could have some way for us to easily to export to a csv or spreadsheet so that if a graph cannot be provided by ServiceNow itself, we would be able to use other applications to create them.

Also, if there was a feature that enabled us to interact with end users directly within ServiceNow, like an instant-messaging type of feature, that would be great. 

Another nice feature would be a way to easily to assign tickets and incidents to the techs who will be working on them. That could be better. Other than that, the system seems to be working just fine.

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MJ
Sr. Systems Manager at a consumer goods company with 10,001+ employees

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.

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Ligia Godoi - PeerSpot reviewer
IT Service Delivery Manager at DXC

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. 

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MR
Solution Architecture at Accenture

There are a few things that it needs to improve, like automation of most things out-of-the-box. For example, when it comes to cloud management, we are still going with manual intervention. Instead of that, if we had an out-of-the-box feature available, that would be great.

Also, the first time we looked at the Service Portal, it was quite hard to understand its interface. People were looking for things, like the email functionality in Service Portal. That was not available and there were other things in Service Portal that were not up to the mark.

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it_user459108 - PeerSpot reviewer
Sr. Systems Engineer at Optum

Just ease of use for people who aren't very technically savvy. Sometimes it does take a lot of customization to make it easier for the user to use but for someone who's technical, it's pretty straightforward.

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LS
Infrastructure Team Lead at a energy/utilities company with 5,001-10,000 employees

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

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SP
Solution architect at Cargill

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. 

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it_user459093 - PeerSpot reviewer
Sr. Program Manager at a media company with 1,001-5,000 employees

Maybe cost in one sense because when you make that investment from the other side of it, you're looking at the cost, but we've been having that ongoing debate. Empty glass could be your cost, but the full glass or maybe half full, or half empty. If it's half full, that means you're getting great things out of it. If it's half empty, you're so worried about the cost. Where are you going to trim. We're going down the path of, "How do we shape our roadmap so that we understand what that investment is going to do for us?" We're using the Champions Enablement Tool to help us chart that out. We have our own internal tool, and there's a lot of similarities, but I think what we want to do is just channel it the way ServiceNow is intending it to.

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KL
ServiceNow Engineer at a university with 1,001-5,000 employees

They've gotten to a pretty good place with where they are right now. I think a lot of it is going to be that citizen developer, making things a little bit easier to interface with. I really like the new rest messaging they put in there that allows for much easier integrations. I like most of the new application stuff and the IDE. I'd say from here, just smoothing out that whole IDE development process, making it easier to make changes to global in the IDE if that's where they really want us. Some improvements are probably needed there but I don't have anything massive on my list that ServiceNow needs to do.

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it_user459006 - PeerSpot reviewer
Program Manager at a insurance company with 1,001-5,000 employees

It's so new to us, everything is shiny and everything works well so it's hard to state that right now. We are pretty much loving everything, especially at Knowledge 16 where we got all kinds of new ideas to expand our footprint in the company. I'd say we don't have a lot of negatives, quite yet. There's a few little limitations that we run into with each of our implementations but they're very minor. Drill down capabilities and reports maybe or I think one of the bigger ones we ran into with our financial management implementation was that there weren't enough layers in the hierarchy to do all the split costing that we were trying to do but we worked through it. We just managed it a different way. Part of it was how we did it beforehand and trying to bring that in versus what ServiceNow says is the best practice, so we're still adapting.

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it_user458970 - PeerSpot reviewer
Program Manager at a healthcare company with 1,001-5,000 employees

I think within knowledge management the editor could be greatly improved. To me it's very archaic looking. One of the issues is when you go to pull a document in there - we're talking about knowledge, we're talking about how to do something in many cases. It doesn't do numbered lists very well. As soon as you put a picture in it starts your numbering over. I don't know if there's something wrong with our implementation or it's just out of the box. We have it set up out of the box. That's one of the downsides. In general I hear a lot of people say that the interface from a back end. From the folks that have the IT role, it's not a pretty picture.

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JC
Sr. Architect at a computer software company with 10,001+ employees

The interface, in my opinion, is not very good. It's very unclear where the status is and what steps I need to take next. I don't think the layout is very good.

The interface requires an upgrade. I'm not sure if I'm using the most recent version, which could be the issue. However, I don't have control over which versions we use, and I do find the interface to be very cumbersome, there is a lot of information here, and it's difficult to find what you are looking for. 

I find myself occasionally looking at the request and wondering if I already approved it or not because the status is a little strange. It's not great.

It's not very intuitive.

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WW
Director of IT at a local government with 201-500 employees

One of the areas that need improvement is when the product was implemented, they did not do a very good job of explaining all these features and functions, and capabilities of the tool. That could have been an implementation issue on our organization's side. This could have happened by not including end-users in order to get their input or to understand what this tool offers. It was kind of just pushed out. For example, while the tool could potentially do a hundred things, only 20 of the capabilities were explained. The other 80 we have to figure out on our own. It could have been explained and rolled out better, however, that could have been just an implementation issue on our side as well.

It became kind of complex to set it up without a general lack of knowledge of the particular feature-function capabilities. Features and capabilities could have been explained better to the end-users.

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TA
Consultant at HCL Technologies.

Vulnerability management could be improved. Also, integration with tools such as Microsoft Defender ATP needs improvement.

The price is on the higher end.

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CG
PM at a transportation company with 10,001+ employees

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.

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GK
Project Manager at a consultancy with 201-500 employees

When it comes to changing some of the features, I would like a little more leeway.

This may not apply to every version but there are certain capabilities that you have to specifically order a la carte in order for the developers or your administrators to have access.

Having more integration without having to pay the a la carte, otherwise, you have to put in a ticket and have it approved, and if not you have to find a workaround for the solution.

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VK
Software Development Manager & UX / UI enthusiast at Accelya World SLU

This is an expensive solution and I think that could be reduced. What I've noticed from talking to some of our clients is that most are not renewing their licenses because it's so expensive. Pricing is one of the main factors customers check when comparing tools and solutions on the market. 

I think an additional feature that they could include would be a defect management system that ServiceNow doesn't currently have. It would be the best product in the market if they included that. It would make it a one-stop solution. They already have the incident management, problem and change management. Everything is there. So if they include this defect management, then it would definitely be the best in its category.  I would recommend Servicenow should include the defect management feature like JIRA.

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RM
Head of Digital Services & Technologies at a manufacturing company with 10,001+ employees

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.

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it_user459126 - PeerSpot reviewer
IT Applications Manager at a legal firm with 1,001-5,000 employees

I think that the product has grown considerably over the last few years. Initially, I had some issues with just ease of use. I was on Fuji before I started at my current employer. I came in and they're on Geneva. Between Fuji and Geneva, it's just total rework of just the way that the UI looks. I think it's more appealing to the eye. I think that it is easier to use than it used to be. A lot of the having to code and having to know how to use java and all that kind of stuff just wasn't as easy for us non-coding type of individuals. Now that you have like the little point and click and more non-coding development, it's much better.

I think more progression like on the visual task boards. There are some things that are there that seem a little quirky. If you want to move something to a visual task board and when you go into it, it can't really update it in the fashion that I would like to see. You have to click on the number and then it opens up another form. I think a little easier updating processes to their visual task board.

I think a little bit more ease of when you're using the email flow. If I'm emailing something into the primary email address for ServiceNow that it could parse out particular things from the content of the email instead of just from the to or from or the subject line. That would be something that would be a value add.

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it_user459069 - PeerSpot reviewer
Infrastructure Architect at Cognizant

It's mature, but I would say that there are a couple of models, which I think in ITSM, they are not that mature yet. They're still doing it, and definitely even to customize it, but I am talking the out-of-the-box product. When you say ITSM, some of the processes I would say aren't that mature enough because I also have gone through the ITL training.

In particular I would say the SLA, but they have a new release. They have added a couple of features and that should suffice. That was the gap of the earlier version.

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it_user459039 - PeerSpot reviewer
Sr. Engineer at a healthcare company with 1,001-5,000 employees

I don't have enough experience to really say a lot about this. Maybe, the one thing we're looking for especially, after being at Knowledge 16 is best practices. I'm looking at it going, "I'm a developer by training. I could cause so many problems with this system. I could create things in it that I shouldn't. I could use it for things that I shouldn't."

That's the one thing, it's like a Swiss Army Knife. I shouldn't do surgery with it, but I probably could. That'll probably be the biggest thing, is right now since we're new to it. We need to learn how to answer "What shouldn't we do?" It's so flexible to actually build things with, it's what should we do and what shouldn't we do that we need to determine.

We've got Remedy completely tailored for us, and now we have to upgrade but can't. So we need to figure out what we can and can't do so we don't run into the same upgrade problems with ServiceNow. We are working with Fruition Partners and they're doing all of our implementation. We're looking to them to help us with some of that.

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it_user458985 - PeerSpot reviewer
Sr. Systems Admin at a computer software company with 1,001-5,000 employees

I actually don't know. To be perfectly honest, I feel that just about any tool, as long as they have the same offerings, can be modified to fit the company that is attempting to use it. Take a look at an ERP solution. ERP has been around for a lot longer, to a certain degree than say ServiceNow and there is a massive amount of offerings. You can go with SAP. You can go with Oracle. I can't even remember the other guys' names. No matter what, you can always make them work for your company.

They may not have been the best choice for you, maybe there are pluses and minuses. Once you actually get into the application, you start figuring it out at that point it's like, "Well, it would have been better if we went with this, if we focus more on this." The thing is once you get an offering, you still have the ability to go in and configure it to your heart's desire. ServiceNow, it's the full suite of offerings. You have a lot more to sit in and actually go in and configure, as opposed to it's just another ITIL based application that I can sit in and configure.

I know there are places that they can do better at. While I'm not an administrator, I'm not sitting there configuring it, I know our person who does configure it does have his foibles. There are certain things that are difficult to get out of ServiceNow, which is why I suggested going to partner companies that are using ServiceNow already in your similar environment. You go to ServiceNow and say, "Hey. This is what we want to do. How can we accomplish this?" ServiceNow says, "You can do it any way you want."

It's like, "That's not an answer." It's like, "What should we do? We need guidance." Well, "No. you can do anything with it." Okay. That doesn't quite help me as a user, and future administrator, or as an executive. I'm sure it sounds great for an executive, but when it comes down to it, when it starts growing in your own environment, executives starts asking questions, "Why hasn't it been doing this?" It's like, "We don't know how to get that matured within our own environment." It really comes down to I think they can improve upon. They are doing that here with the networking, but for as themselves, have their own best practices to a certain degree.

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JoseQuintero1 - PeerSpot reviewer
Senior Services Manager at a tech services company with self employed

There's always a room for improvement in terms of the ServiceNow UI. For customers, the UI is something that is a continuous improvement, so the UI would be the only thing in the platform that needs improvement.

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JM
IT Supervisor, (POLARIS) Calendar Management Office at a government with 10,001+ employees

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.

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SD
Consultant at a consultancy with 10,001+ employees

For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration. That is one area for improvement.

Apart from that, initially, we struggled with financial forecasting and financial management in the PPM module. That needs improvement along with the IntegrationHub which came out in a recent release. It's still in its initial stages. That could grow into a more solid solution that could be more helpful.

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it_user525477 - PeerSpot reviewer
Associate Director at a consultancy with 10,001+ employees

HR Service Management is one module that needs a lot of improvement because it's a pretty new module. It was introduced in the last two years. It's becoming more mature day by day, but there is a lot of scope for improvement in that module.

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it_user852822 - PeerSpot reviewer
National IT Asset Management Lead at KPMG

I would like to see Advanced Intelligent Automation. I can't wait to see how ServiceNow continues to build out the automation capability with things like RPA, OCR, and even machine learning capabilities to help make giant steps forward in the ITSM space.

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DC
Senior IT Service Management & ServiceNow Consultant at Independent

Primary areas of inefficiencies and delays were related to change resistance and lack of support from the IT Team Lead and IT Manager level staff for involvement in ServiceNow design and training workshops, and lack of support for governing new process policies.

Bottom line issue: Not agreeing in strategy workshops for the recommendation to base performance measures for all IT staff and bonus potential for IT leadership staff on the key process maturity improvement metric targets.

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it_user458991 - PeerSpot reviewer
ServiceNow Developer at a non-tech company with 1,001-5,000 employees

Right now the way we have our structure is that we use record producers that go to a form, and we use the variable editor to show the record producer. One of the limitations is if you do UI policies and client scripts on the record producer, it doesn't transfer over to the variable editor, so it's kind of like you're doing double the work. If you use the requested item table, you don't have to do double that work, which seems like a limitation that you can't use that functionality on any other table besides the requested item table. That's a big one that bothers me.

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BenjaminFang - PeerSpot reviewer
Solutions Architect at Palo Alto Networks

The solution could be made cheaper. Machine learning and artificial intelligence should be introduced in the next release. 

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BP
Business Developer at Axianseu Digital Solutions S.A.

The price is a huge barrier in the Portugese market when it comes to implementing ServiceNow.

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JS
Practice Director, Global Infrastructure Services at a computer software company with 10,001+ employees

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. 

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CS
Head of Market Analytics at a tech services company with 501-1,000 employees

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. 

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NC
Advisor at a energy/utilities company with 201-500 employees

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. 

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TB
IT Leader at a manufacturing company with 10,001+ employees

We find it good in general. Obviously, there are areas of improvement for every capability. As they evolve more, if they keep on adding more intelligence into the capabilities, it will improve. The improvement areas are more integration across the landscape and more intelligence for the overall capability of the solution.

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RJ
Senior Loan Analyst at a financial services firm with 5,001-10,000 employees

I find ServiceNow to be a little bit clunky. If I need to report an issue they have a number of different options. I can report an issue, I can ask a question, I can make a request and it has varying levels of importance or levels of attention required. I find that what's required to submit is not always clear. 

For example, I was once trying to import an issue and it required that I submit a screenshot. I kept clicking to try and get through and there were some paper clips in the rear upper corner that I didn't notice and I didn't know were required. That kind of issue bugs me about it. The guidelines are not as easy to use. I think it's a little bit clunky. It's not user-friendly.

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GS
Sr. Engineer at a financial services firm with 501-1,000 employees

Actually, the biggest problem that I see for it, especially in a smaller organization, is that there are plenty of partners. We've got a fairly advanced IT organization. We do a lot of relatively advanced stuff for the size that we are, but ServiceNow itself is so big and to some extent, there is a significant amount of complexity that you have, a big learning curve I would say, in order to really get on board.

It doesn't mean that you can't attack it in pieces and things like that, but I think one of the problems I've had just in getting involved within the last couple of months, is trying to kind of weed out what I don't necessarily need to look at and focus on, just a specific area and trying to find best practice documentation of that matter is, has been a challenge.

In many cases, it really just doesn't exist. I mean, we know we've got the documentation and everything else, and they tell you all the things that you can do. I mean, again, it's one of these things where I think everybody likes to begin a little better, would like to begin with a template, or some kind of a best practice template given their situation if they can find it, and then, you know, kind of build from there. Because when you're starting just with a completely blank scratch pad, you just don't know where to go.

I think the thing that I've always been concerned with implementing a new product is being able to really spend a proper amount of time upfront with design and making sure I'm designing something that won't limit my choices or my abilities to use it, or will keep me from having to just go back and completely rewrite the whole thing in the future. I've not gotten that comfortability yet with the product and it's after a couple months. There's a huge learning curve with the product.

Also, we have not really had a good view of our different configuration items. 

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it_user458961 - PeerSpot reviewer
Team Manager at a manufacturing company with 1,001-5,000 employees

Last week, we had a discussion with the support leader at ServiceNow, and what we miss a little. ServiceNow is growing really fast, so they have two versions per year, and for a company (or for a large company), I think it's really hard to switch to the next version because you have to migrate and test things. What's not so good for us is also the support for problems and regressions. If we are using an older version and the next version is coming out, we always recognize if we open an incident, that we get an answer which in most cases is to switch to the next version. That is not so good for us because we know that we could switch to the next version but we have to perform a lot of effort that it's not too easy to do that. So basically we're looking for answers other than just go on to the next version.

ServiceNow supports the two version or three version support so if we are in the actual supported version we know that it's really hard to fix something in the current versions because the architecture is different from the new one but we would wish to have more fixes for our versions.

Also, the wiki is good, but it could be a little bit better. It is lacking all the information and could be more in-depth. We are not on the newest version actually, but we will switch this time because the one we're on is not so good. The information about the included features in the next release is lacking.

They said OK in December and we got access and then I received an email with, "Hey Geneva is available." And we were really waiting for that because we would like to upgrade. Then I go into the support system, try to upgrade, and then I get an email which says that I have to wait three days, then I received an email about an hour later, and they said Geneva is available and they have to wait three days before my upgrade can be done. This process should be better.

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ER
Consultant at a tech services company with 1,001-5,000 employees

The platform price needs improvement. System deployment and automation capabilities could be within the platform, similar to competitors like Ivanti and BMC. At present, we have to rely on third-party products for the same.

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DiegoSilva Peukert - PeerSpot reviewer
Technical manager at Aoop Cloud Solution

The technical support SLA can be improved because sometimes they take a long time to answer our queries.

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DL
Senior Consultant Project Management & Transition at a tech services company with 501-1,000 employees

Data access is a bit difficult, where you sometimes wish you had a relational database for some queries. The flexibility of data access in general is a bit on the low end. Of course, there is flexibility in some ways, but when I need a certain combination of data for some report, it can become a challenge.

Other than that, there are a lot of minor improvements that could be made such as the debugging functionality in JavaScript, and in terms of use more generally, like joining tables and so on. I think it boils down to an extension of the right knowledge and user criteria.

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TC
Director, IT Networking at a think tank with 1-10 employees

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.

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LN
Project Manager at a tech services company with 10,001+ employees

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. 

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SH
System Architect at a pharma/biotech company with 1,001-5,000 employees

Where it could be improved is Discovery. This may sound odd since I just praised the value of ServiceNow Discovery, but improvements to its automatic detection, the breadth of devices, and the depth of devices covered, as well as keeping up with new technologies, are all essential.

Microsoft has caused some issues recently with its decision to move away from SNMP and WMI in favor of PowerShell management. ServiceNow will need to make changes to move away from these deprecated services and to discover these devices. Discovery engines universally rely upon SNMP to detect, at least at an initial level, what type of device they are talking to. Without SNMP, some other platform will need to advertise the device and its capabilities. Most applications offer API (ideally REST-based) connectivity and ServiceNow should expand upon its use of these connections.

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VT
Project Manager, Manager of ITSM Consulting Team at a computer software company with 10,001+ employees

There are Virtual Task Boards in the tool in the latest releases. There are many of them in the Scaled Agile Framework. There is some room there for improvement. It's really quite promising but, at the same time, it could be improved and I believe it will be improved soon.

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it_user561243 - PeerSpot reviewer
IT Coordinator at a financial services firm with 1,001-5,000 employees

There's one that I would like to see improved to reduce the cost of our ServiceNow, related to the resetting and unblocking of passwords for users who forget their passwords. We had a conversation about this with ServiceNow. We don't have a huge amount of password reset requests, but the minimum package of resets that ServiceNow offers is much more than we need. In conversations with other companies that have a similar profile to ours, they complained about the same thing: "Why should I have to buy a minimum number of password resets, when that amount is much more than I need?" They should have some kind of scaling of the reset package, like zero to 100, 101 to 300, etc. That would be a little bit more useful for us. That package is very expensive. It's more expensive than if I were to have someone in-house who was dedicated to doing those tasks.

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it_user549471 - PeerSpot reviewer
Senior Consultant at a consultancy with 1,001-5,000 employees

ServiceNow offers Angular components that greatly enhance User Experience. Pages such as the Resource Workbench to allocate resource, Planning Console for Waterfall planning and Demand Workbench to prioritize demands all contribute to adding value to a ServiceNow implementation project. On the flip side, until very recently the overall UX experience was very poor as everything is either based on a form or a list. Hopefully with the release of Service Portal and as it evolves in future releases, web developers will have more and more flexibility to improve on the OOTB UI capabilities.

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it_user458973 - PeerSpot reviewer
Senior Consultant at Devoteam

It's like when you work on science, you say, when I answer one question, I have 10 other questions rising up. I see the same thing with ServiceNow. When something is added on ServiceNow on the platform, then you have 10 more things to do because you have to improve again and again and again. Here what could we do? They probably have a lot of things to do with IOT. We can always improve a lot of things about how we work between citizen developers and professional developers.

I am a professional developer so I know about Javascript, about coding, about scripting, technical stuff, but need as well to have people who don't anything about it would just and test it by their business side of the things. I want to engage them more and more to do things, to start doing things and when they are stuck with something, they just say, "Okay, David, please come to us, please help us with this thing. Please finish up the polish part," and then we arrive. Those are the things I would like to improve to engage more and more and more the citizen developers.

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it_user459003 - PeerSpot reviewer
Performance Analyst at a insurance company with 5,001-10,000 employees

It was all on Fuji. Some of the things I'm going to say might already be in Geneva and Helsinki. We use a zipper product for our project management portfolio, demand management and resource planning. From what I have heard, and what I've seen thus far, resource management needs to be a little tighter. We're running performance models around capacity planning. We need to know: How many resources are in play? How many hours are they actually working? What's the requirement for all those resources on those different pieces? How does that lay against what we're allocating?

I can't have resources available for 45 hours a week, and then deploy them against 60 hours, and they only turn in 37 hours. The resource planner we have today actually calls out those discrepancies. I'm hoping that with performance analytics this will too. I haven't seen a lot of that in play yet because I think it's still fairly new for them. I think if you're going to run your IT shop like a business, you really need that kind of insight.

The other thing we do is we report out against three different modalities in our IT shop. 1. You got to run the shop. 2. You've got to maintain the business to keep the doors open. 3. You got to grow the business. There's some fancy math that you have to do against what people are doing, and how they're deploying their time to roll that back into one of those three categories. With the current system we have, there's a way of doing data masking and manipulating it so that way you can form these common buckets. I don't know that this will do that, I hope it will.

With ServiceNow, you have to do a lot of manipulation ahead of time to get to what that end state is. That said, coming to the conference and playing with Geneva, and playing with Helsinki, I've got a slightly different opinion. I'm pushing my guys to move from Fuji directly to Helsinki. Just because it does allow me to set those records up the way I want to quickly, as opposed to playing with the report to get that structure right. The only way I can describe it is, if you really enjoy building formulas, and data drops, and pivot tables, and having all that, and then analyzing the data, Fuji is great. Excel is also great for that, but it's not what I want to do. I want to actually analyze the data.

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SR
Technical Architecture Director with 51-200 employees

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. 

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AR
Vice President Delivery & Operations at Rezilyens

The need to improve their technical support services. 

Their dashboards are very, very basic. Maybe if they could develop some sort of very good fancy-looking, visible, graphical, visible kind of appearance. 

The pricing of the solution could be better. It's a bit high.

When we are monitoring, for example, a device, an S-Switch, we can create insights. We can segregate the LAN, and create a VLAN. When we create those VLANs, we should be able to monitor those VLANs. The same with storage systems. The LANs, through the cable space level, should be able to be monitored. 

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it_user558933 - PeerSpot reviewer
Technology Strategy & Architecture at a consultancy with 1,001-5,000 employees

ServiceNow is divided up into a lot of modules, so I'll give an example, instead of going into every single module.

For me, there's a real opportunity, especially within the IT Service Management suite, to give a much better overall view of the workflow that individuals have across the different applications. At the moment, a lot of information is quite siloed in the different tables in ServiceNow. There is a real opportunity to present, in a centralized way, some form of universal work list, to give better ideas around demand and supply of resources, and then help prioritize that work.

The only other thing that I'd say about ServiceNow, in general, is commercially related around licensing, and it's a big inhibitor for a lot of our customers, especially those who are innovators on the platform. I've got a couple of really good example clients where they are limited in what they can do with the product. If they were to do what they wanted to do, the licensing that would come about, from a platform runtime licensing perspective, would mean it wouldn't have the same value proposition.

An improvement area, to summarize, would be better licensing for when clients are trying to be innovative on the platform.

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it_user459033 - PeerSpot reviewer
ITSM Consultant at a tech services company with 1,001-5,000 employees

I would like an IoT integration. At the hackathon there was a team working with Amazon buttons with a battery inside. You push it, and you will trigger a request. You can put it next to a coffee maker. If there's an issue, press it. Or integrate a whole different kind of sensor with ServiceNow. You can even more automate your process and your services.

Some processes could be a bit more detailed. For example, the change process. It was reworked in Helsinki, so that's a great thing. Maybe there they could bring a bit more. Also, the incident process was reworked. I really like these changes. That would be my advice. Go again over the process.

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it_user458964 - PeerSpot reviewer
Developer at a healthcare company with 1,001-5,000 employees

I think that ServiceNow needs to think about implementing an enterprise solution for licensing because it's going to become too pricey and not sustainable from a corporate perspective. We are not using HR, BPM management, or DRC. I would like to have those and talk to a company at high levels so they can see better, and they can get into those modules as well.

For ServiceNow itself, they're doing more every year, even now, they're doing Android, iPhone and Watch, so they should keep doing more things every year.

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it_user458976 - PeerSpot reviewer
Director at a tech services company with 51-200 employees

One of the things that we're trying to figure out is how ServiceNow can be more of a platform to be used as a backend. Because of the rapid development, it can barely oversee it for use at the back end. We're having discussions right now to actually understand what that will mean. The other piece is some of the UI's are currently being restricted from not having too much customizations. That puts us in a tough spot. Sometimes there are some corner cases where some people want something and we kind of change it. Those are mostly with new UI's. There's good reasons for actually locking those down. At the same time, it problematic for us.

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it_user459030 - PeerSpot reviewer
Director of IT at a financial services firm with 5,001-10,000 employees

I hadn't really thought much beyond the improvements that I'm seeing that they're putting out in Helsinki. My organization is currently on the Fuji release. We were going to be upgrading to the Geneva release in July. One of the things we were coming here [to Knowledge16] specifically to look at is jumping on the release and going straight from Fuji to Helsinki. Considering some of the things that I just saw that they rolled out, I'm going to be pushing pretty hard for that.

Many of the things that we felt needed a little bit more shoring up was their CMBD product and their discovery, they seem to have covered that in the Helsinki release. I'm not really thinking of what the next step is going to be at this point. I was wowed with Helsinki, so at this point I'm looking forward to rolling that in and working with it.

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it_user459120 - PeerSpot reviewer
IT Manager at Utah State University

Probably the biggest thing that is frustrating is the changes in their price structure, their price modeling. That's been very frustrating for us. Since we came on four years ago, it's changed quite a bit over time. There's been a lot of uncertainty on what the pricing scheme is going to be. It's worked out well for us, but that uncertainty as the company has grown, not knowing where they're going with it, has been a little frustrating.

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NM
General Manager at a tech services company with 51-200 employees

I would like to see further integration of the automation workflow with robotic process automation that would streamline processes and improve productivity.

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BS
Head of ITSM and Service Availability at Aon Corporation

I would like to see more functionality in terms of custom workflows, not impacting the overall platform health.

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SP
Director of Channels and Alliances at a tech vendor with 11-50 employees

Some enhancements to the self-service platform would be helpful. That part is still a little barebone. There are some things that they could do better that we have suggested to them.

Also, the mobile app is not bad, but it's limited. They are going to be working on that, I'm sure, over the years.

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it_user459045 - PeerSpot reviewer
End User Support at a hospitality company with 1,001-5,000 employees

Most people are discussing UIs, but I'm a developer. I would say 80-90% of the people would appreciate that, that's easy for them, but from a developer perspective, it's hard for me, because for me it's clunky. Just give me a spreadsheet or give me a Notepad and I can write it down. For me, I would rather have that - give me an option to do that, maybe a CLI, instead of a UI.

Earlier today we were doing things such as merging data. What happened was I tried to merge one company to another. It's the same company, it's just a misspelled name. There was a bug - that there was supposed to be an undo button, but it wasn't there. It's one of those things, but then I asked a person how to do it, and they can't figure it out.

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it_user459054 - PeerSpot reviewer
ServiceNow Admin at a manufacturing company with 1,001-5,000 employees

They seem to be answering a lot of our problems that we've been having in trying to control the development, trying to control our other developers, and it sounds like they're giving us that. I definitely want to see Scoped get built out more though, it's great that they've got the Scoped functionality but, I want to make sure that we're able to do all of the same things we're able to do in the global inside the Scoped applications as well.

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it_user459072 - PeerSpot reviewer
CEO at a tech services company with 51-200 employees

It'd be nice to maybe have some help features or some nice how to's to where if you need something, this is what you do. If something broke, this is what you do. Have that more readily available and more straightforward.

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it_user459132 - PeerSpot reviewer
ServiceNow Developer and Analyst at a manufacturing company with 1,001-5,000 employees

We still have some issues with some of our ITIL users, like some things aren't as intuitive as they could be. Related to being able to see things, like what tasks are assigned to them. Service Catalog and request fulfilment is the main module we use right now, or effects the most people, and so the learning curve for some of our ITIL users is a little higher than we would like in some cases.

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DM
Principal Analyst at a consultancy with 501-1,000 employees

It needs a more intuitive interface for identifying issues. A bit more natural language processing or something like that would be helpful in understanding my queries.

There should be greater integration with other enterprise applications. We're using Microsoft, Oracle, and other applications, and it would be good to have a greater integration on some of the immediate hiccups that you have with these services. It doesn't mean that when we have a problem with using another application, ServiceNow should be able to fix it, but ServiceNow should be able to alert us to things. There should be a bit more automation or integration.

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TA
SENIOR THIRD PARTY RISK ANALYST / SECURITY CONTROL ASSESSOR at a financial services firm with 51-200 employees

An area for improvement would be the accessibility of downloaded and compressed files.

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PK
Assistant Vice President at a financial services firm with 10,001+ employees
  • The ability to embed help information onto the screens.
  • The scalability needs improvement.
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it_user459081 - PeerSpot reviewer
IT Manager at a insurance company with 5,001-10,000 employees

It's really too early for me to tell because it's such a vast difference in what we have already. I haven't run into anything yet that I would say needs to be improved. Again, we're just starting.

I'm not sure if they have the software-as-a-catalogue yet, as far as bringing in the software titles with all of the rules of engagement for the software licensing. Right now, the competition has it, so the tool that we have now it makes it a lot easier on the people running the software compliance because then they're not guessing at how the licensing works. Then they had somebody in the industry telling them exactly the right thing to do without trying to figure it out for themselves and perhaps making mistakes.

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it_user459012 - PeerSpot reviewer
Co-founder at ClarityWorks BV

Well the funny thing is that we develop based on ServiceNow and you see a lot of apps being made. I think whenever you see shortfalls or improvement opportunities for ServiceNow that are being built by third party companies, the next release of ServiceNow includes it all. There must be aspects that are currently not there in ServiceNow and my bet is that it will be there next year. That's difficult for development guys like us but on the other hand it makes the product stronger all the time.

What I'd like to see is the fact that Performance Analytics should be a stand-alone reporting tool, and allow you to drag and drop within the data cubes or the dimensions in the data model. Let's say I want this on the y-axis and I want this on the x or I want this in this in this kind of graph. You can throw around with the fields and immediately you see the graphs being populated. I think from a customer point of view, they should be able to be in the power to have their idea created right there on the spot and not being dependent on an implementer who comes and does this consulting for them. I saw good examples in BMC which I haven't seen on Performance Analytics but they just bought the products, they're just expanding on that. What I see is that companies sometimes use an external tool for presenting dashboards to customers, like Numerify or Grafana or this 3rd-party dashboarding solutions. I think it's a waste if ServiceNow is not able to keep those customers on-board.

I think ServiceNow can improve more towards the customer to allow them to do that themselves. If they implemented some frameworking, set it up for you and then say, "Okay, this is what you can do and this is the freedom you'll get." Then you can throw or you can toss around with the data in any way you would like.

On the platform, on the framework called ServiceNow there's all kinds of interacting systems like SAP and Oracle. I think what you see is that maybe SAP will not be needed that much anymore in five years from now because a lot of functionality that a company needs is offered through the platform called ServiceNow.

I don't know where that's going to end because at some point ServiceNow will become a marlock and people will turn away from a 'one solution fits all' and go more into the niches again. I don't know where it's going to end. Until now I think it looks very promising and yeah, I think very much appealing to most customers.

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it_user458952 - PeerSpot reviewer
Systems Engineer at a financial services firm with 1,001-5,000 employees

The only complaint that I would have is just the interface itself is not always user friendly. We get some complaints from users that they don't know exactly what all the features, all the fields mean, and what they're used for. I guess I want it to be  a little more user friendly.

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it_user459027 - PeerSpot reviewer
System Administrator at a manufacturing company with 10,001+ employees

I can't wait until we get to Helsinki and such. There are some cool things that I have seen. Portal. The drag and drops which we currently don't have with Fuji.

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it_user458979 - PeerSpot reviewer
Configuration Manager/ServiceNow Admin at a healthcare company with 1,001-5,000 employees

Some of the issues that my team has run into are that something one day works completely fine, the next day it does not. If we release a patch, something happens, and it was working fine now. No recollection in any documentation anywhere about changing, but it doesn't work now. It's always something ServiceNow has changed, but neglected to tell anybody of the change. There's a lot of processes that were working when ServiceNow was implemented but aren't really as beneficial now.

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KV
Systems Analyst Field Applications at a energy/utilities company with 1,001-5,000 employees

The interface can be a bit more intuitive.

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Chaithra R - PeerSpot reviewer
Technical Lead at a tech services company with 501-1,000 employees

What could be improved in ServiceNow is the response time or loading time. It's slower, but it could be based on the license you have. Everybody here in our company says it is slow whenever we access it, so that needs improvement.

The user interface can also be improved. They should make it better than what it is currently. It should be more user-friendly.

An additional feature I'd like to see in ServiceNow has something to do with its out of the box pattern. Currently, I'm using it mainly for CMDB. Each company will have different hardware or configuration items, but ServiceNow only provides certain scripts or patterns to discover all these onto the CMDB.

If there's any new device, we'll need to customize the out of the box pattern, so maybe that's a feature that can be improved. With any device you add, everything should be added on the CMDB using whatever out of the box pattern or script is provided in ServiceNow. Currently, that is not the case.

If we have a new device that is added to our company's network, we have to go and customize the existing ServiceNow pattern to discover that device. This is the problem we're facing.

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JV
Director de Servicios Profesionales at a tech services company with 11-50 employees

This solution needs to be improved for global use. Currently, it's very oriented to the processes and needs of the US customer base, like their compliance solution or GRC (Governance, Risk, and Compliance), and not so much for customers from other parts of the world. Some users may like the things that ServiceNow is improving, but those are very oriented to users based in the United States and Europe.

In Latin America which is the geographical region we work in, it's not very useful. Some of the customers are more interested in other solutions. Sometimes they put aside ServiceNow because it is focused on the needs of the customer base in Europe and the US. This is one of the disadvantages I see.

Another disadvantage is the level of maturity that the customer has to have to get value from a solution like ServiceNow. The customer needs to have a great level of maturity. A company that is starting its journey with ITSM wouldn't find ServiceNow very useful, because sometimes there's a considerable amount of code you need to know to be able to implement ServiceNow. This will depend on the complex needs that a customer may have, for the customer to find ServiceNow as a useful solution. Depending on the level of maturity they have, they would need that amount of customization. I don't see the need for coding as a problem. The problem I see is that the level of maturity that the customer needs to have is high.

There's quite a lot of features in ServiceNow. Currently, we haven't had any sort of need that ServiceNow and the features that they already have, don't resolve. There's no feature that I can think of right now that I'd like to be added in the next release.

There are some guidelines that ServiceNow has that automate the implementation, but they're available only for ITSM and ITOM. It would be good if those automated guidelines are also made available for other ServiceNow solutions like customer service management, configuration management, and asset management.

Another area for improvement is the lack of clarity in terms of how this solution is licensed. It is usually very complicated for customers to know how they are being charged for the licenses that they consume. In most of the ServiceNow solutions, this problem is persistent.

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NJ
ServiceNow ITSM/ITOM/SAM/CMDB Technical and Implementation Consultant at Doublelight Technology Limited

It's moving at a very fast pace. It is difficult for developers or engineers to keep up with it. That's the only issue. 

For the customer it's expensive. 

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DM
Director at a tech vendor with 1,001-5,000 employees

The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations. For example, if there is an incident which is not acknowledged within a certain period of time, or the resolution of the incident exceeds a certain period of time, it can be escalated to the next levels. That is one of the things you're looking for which is not available with ServiceNow.

The second feature I would be looking for is integration with different tools, like Bugzilla, Microsoft Informer, and Jira. Jira has integration, in fact. Teams in different organizations use different tools, so integrating those tools would be really helpful.

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it_user462501 - PeerSpot reviewer
Asst. Director, Technology Support Services at a university with 1,001-5,000 employees

The biggest hassle we have for ServiceNow has been licensing. We have a lot of student workers. When you have cheap labor that's right at your doorstep, you can't turn them down, and so we have a lot of functions at the university, not just in service desk, but also in housing and in customer support, that is handled by student workers that don't work all the time. They work ten hours a week, or they work five hours a week, but they consume the same type of license as an eighty-hour-week employee, and because of that, in some departments, it's prohibitively expensive to use ServiceNow, because if you have a hundred student workers that are only working ten hours a week, you have to pay for a hundred idle licenses, and that can be a huge speed bump into getting them to adopt it, whereas with our other platforms it was concurrent licensing, and we could just buy a bucket of licenses and hand them out.

There are some initiatives to improve that, but for right now, that's still a big stumbling block for us is, that's really stopping our momentum is, we go to a department, we give them a great pitch, and they ask for the price, and it really is a big issue.

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it_user459078 - PeerSpot reviewer
Senior Technical Manager at a religious institution with 1,001-5,000 employees

I'd like to see improvement in their mobile space just because that's certainly my priority. I'll also like to see improvements more in their reporting in analytics still. I think they're getting there, but I'd like to see a little bit more from what they have right now.

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it_user459024 - PeerSpot reviewer
ServiceNow Developer at Western Governors University

That's a really hard question because their target audience is so diverse. They've got everything from medical to university and everything in-between. For me personally, I would say all these new features, these new things that they're doing are awesome, but I want documentation on what they're doing on the underside, what they're doing behind the scenes. I think I'm honestly in the minority with that. I think most people want to just get some admins and have them be able to do everything that a developer can do. I would say as far as marketing or sales, I would say they're probably going in the right direction. Enabling the admins to do more and more and more, while locking down, so they don't muck around and screw stuff up.

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it_user459057 - PeerSpot reviewer
Supervisor of Training and QA at a university with 1,001-5,000 employees

I think the biggest thing that I've seen is when we've moved to the knowledge-based version three, which happened relatively recently, there were a lot of new improvements that came with that, but there were a lot of things that actually seemed like a little bit of a step back. What we're hoping is that some of that's just like, "We wanted to present you with this new tool and we're going to add some of these things back in later on." There's a lot of the flexibility that we've come to expect from ServiceNow that seem to be gone in that new version.

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it_user459141 - PeerSpot reviewer
IT Solutions Consultant at a insurance company with 1,001-5,000 employees

I think some of the things we run into is the patching and how often patches come out to fix stuff. Which is a good thing. It's hard to stay on top of that. You've always got to go on and regression test it, so you know if it is a patch that you really need or is it something that can wait. The fourth cycle of the patching makes it hard for us. We have the small team and we've had to regression testing for so many things. We had to partner up with our stakeholders and say, "Hey, we need some of our time. We've got to test this."

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it_user458931 - PeerSpot reviewer
Senior Developer Integrator at a tech services company with 501-1,000 employees

The big area of improvement that I see is in the licensing model for the CreateNow app. There are huge opportunities. Right now, ServiceNow is still largely consolidated primarily to IT. They started expanding to HR. They've started expanding to legal, but developers like myself, I've got lots of ideas for apps. As I said, my background is in maintenance, so I see the opportunity for the platform, and we really need to get the CreateNow licensing simplified to a way that even ignorant little old me can figure out.

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it_user459138 - PeerSpot reviewer
Director of Technical Services at a tech services company with 51-200 employees

I'm not an expert ServiceNow user, as we've only used it for our integration with them. In fact, I have not really come across something that I would say is a problem because I've worked with other people and it's certainly better than that. There always is scope for improvement, and I think most of it is targeted with their Helsinki release. The UI, the UX, the click and drag options to do certain things, it just adds to the more modern feel on the platform.

Since I work mostly on the application development side and I know they're focusing a lot to bring that up. Still there are a lot of restrictions, what developers like to see in an environment they're developing. Such as: you've made a change, I've made a change, can I compare and merge what the change is since we are both developers? I don't have that, I do see what's going on but I don't see. When I have ten developers, it's kind of a little challenge to see who's written what. So there are commercial grade application tools, and I understand ServiceNow is not an IDE, they're not a platform which was built as an IDE but I think that's one idea that if they enhance where I can actually keep track of who's doing what and can I merge two files, can I discard changes from his file and just keep my file? Those kind of changes would really help.

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it_user344811 - PeerSpot reviewer
ServiceNow Developer / Systems Administrator at a energy/utilities company with 1,001-5,000 employees

Instead of adding more and more modules in every version, I wish they would work on streamlining the underlying functions/methods and update the Wiki with all the inputs, outputs, etc. so that new developers can more easily find their way around the product and create custom applications for their own company instead of paying ServiceNow to do it.

Also update all their training materials, make some guidebooks and videos, etc.

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AS
Consultant at a computer software company with 10,001+ employees

The AAR might require further improvements.

There are areas such as technology management that have scope for further improvement. 

Their cloud management is also not that great compared to other products.

There could be some additional capability for discovery. As it matures, it needs to showcase to users what is possible within the solution.  

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AP
IT Business Analyst at a insurance company with 201-500 employees

ServiceNow has a user interface that mimics a web-base and is easy on the eyes however, it is too fluid. Currently, we are unable to audit notes. ServiceNow should be more organized and structured so it enables us to classify notes. 

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WS
Managing Director at Will Consulting

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. 

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SM
Senior Management Consultant at a consultancy with 11-50 employees

All the screens are similar. It's the same platform for everything and you need to familiarize yourself with it. In the past, you used to have one screen per application. Now, you have everything integrated into one. Everybody can manage the same screen and they need to navigate into the same screen as the Internet Explorer with a toolbar with the categories and look for the things you want to see or the models you want to use. 

This is something that is a little different from a traditional way of work in Argentina when you have different applications, and now, in this case, you have it all in one. It's on the same screen with all the models in a toolbar which does impact me. 

It's a new way of seeing things. In the past, you used to have a lot of publications. Now, in this case, you have the ability to have all in one. It's something new for a lot of people, and it's a change. That means we need to adapt to this change. For some people, it will not be easy. 

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it_user979725 - PeerSpot reviewer
IT Service Manager at a financial services firm with 1,001-5,000 employees

I find some features are difficult to use. For example, the creation of service catalog forms. Creating service catalog forms could be made easier.

In the next release, I would like to see some of the features and processes made to be simpler to use. For example, creating the service catalog forms, doing the CMDB, and integration with other systems have to be made easier to use.

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it_user458988 - PeerSpot reviewer
Support Specialist at a insurance company with 501-1,000 employees

We're a few generations back, we're on Eureka. We've had some vendors initially help us out. We've been through about four different vendors over the three and a half years. Some of that code has been problematic for us. We're looking to get to the Geneva release. A lot of this social type computing is really interesting to us.

I'm going to a Hackathon today, and I'm looking at a "Like" feature for managers. Often in IT, we're not front and center of projects, we don't get the spotlight. When we do things that keep the system up and running for the users, no one sees that. We want to say, "Well we're doing the work in the system." Our managers can go look at that, like it, high five, that kind of thing. We're looking at that kind of Facebook style, or social media style, view into their work and actually interesting to deep diving into the data and showing what our stats are like.

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it_user459048 - PeerSpot reviewer
Programmer Analyst at a transportation company with 1,001-5,000 employees

More out of the box stuff, but then again it's so customizable that you can make it do what you need it to do even if it didn't come with it.

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it_user458994 - PeerSpot reviewer
ServiceNow Solutions Manager at a tech services company

I think that it goes too fast sometimes and they have too many releases too often. Sometimes there are bugs, maybe not making it unstable, but we need to change some customer customizations. For example, there are problems with the performance, so if ServiceNow is changing something such as data centers there can be issues. Availability is perfect of this platform. Genius, as I said at the beginning.

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it_user459084 - PeerSpot reviewer
Servicedesk Associate at a consumer goods company with 501-1,000 employees

Everything in our system can always use some improvement. Right now I'm working on finding out how duplicate usernames are being created in our ServiceNow instance and that causes problems because we need to assign a ticket to somebody and then it shows two names but they don't know which one to choose so they choose the one that's not active, or it's going to go that person but it's going to go somewhere else, but the other one is the actual one that has the email address and then they get the notifications but the other one doesn't so then they lose the ticket and doesn't know where it is.

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it_user459090 - PeerSpot reviewer
IT Planning and Program Management Director at a retailer with 1,001-5,000 employees

In our region we don't have many choices of implementation partners. At the same time, I don't see that they are as proficient as they are in other regions.

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it_user458940 - PeerSpot reviewer
Enterprise Architect at Kordia Solutions

I'd like to have an offline mode. For us, we do a lot of workforce management. We've got a lot of guys out in the field in remote locations. Getting them into the system is good, it's beneficial for us. Good forms and get that data in. If they're out on site, they can't access the system.

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KS
IT Security Consultant and Platform Architect at a pharma/biotech company with 10,001+ employees

It's not very secure, it's web-based, and I prefer Remedy. Both the security and the web interface could be improved.

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it_user788922 - PeerSpot reviewer
Works at a consultancy with 10,001+ employees

Needs additional software titles and easier normalization.

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it_user343362 - PeerSpot reviewer
Global Command Center Analyst at AstraZeneca

A duplicate ticket option should be enabled - this feature can help to take the same information from a close incident thus decreasing manual time.

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it_user458955 - PeerSpot reviewer
Production Engineer at a healthcare company with 1,001-5,000 employees

I did some app training and and got to see Helsinki. It was a little buggy, but I realize it's the next thing coming out, so it was good. I like the direction they're going.

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it_user459123 - PeerSpot reviewer
Project Manager at a financial services firm with 1,001-5,000 employees

I attended some of the sessions about Helsinki and I think some might be addressed there - reporting and Gantt charts. Calendar views - there are no nice calendar views and I think I'm just starting to learn about resource management but it would be nice for them to have the roadmaps so you can see an actual calendar view to see where from a project, (not necessarily resource but project) wear you are. Calendar views would be a huge addition.

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it_user459087 - PeerSpot reviewer
Engagement Manager at a consultancy with 1,001-5,000 employees

The documentation needs work. The wiki is woefully inadequate. I support federal customers, there's a separate US government approval process to use instances, and we're behind the rest of the public community. For instance, we don't even have permission to use Geneva yet, and Helsinki is already out. I know they're working on it and it's going to be faster, but right now it's a challenge. You see all these new features and we can't go out and use them until the government says we can.

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it_user459021 - PeerSpot reviewer
Sr. Developer at a tech company with 10,001+ employees

Since I've been working with the product for a long time, it feel like in the old days it was kind of a smaller, cult-like following. You had a more family-like community. Now it's gotten so big and it's kind of lost a little bit of that. I guess that's good for their business.

They seem to be trying to branch out and do a lot more than just ITSM which is usually what the core focus is, so sometimes there might be a little bit less emphasis on that. Personally I haven't seen that, but other people have mentioned it. It'll be interesting if they try to be all things to all people. They've gotten more polished, more professional, larger and a lot more sales-oriented when they went public. I don't really have many bad things to say about them.

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it_user458949 - PeerSpot reviewer
IT Support at a insurance company with 1,001-5,000 employees

We're anxiously awaiting setting up Helsinki for the health service portal. I think we were originally Fuji, and we did some custom branding and it was a nightmare. Designers got involved and it made it horrible. We've gone back to stock because we had seen what's coming with Helsinki. That's what I'm looking forward to with the customization.

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it_user458982 - PeerSpot reviewer
Program Manager with 1,001-5,000 employees

Somehow if there was a roadmap for ServiceNow to show all of the different business domains and everything and what may be included and what you have or what might could be upgraded to support you in those areas. Show me a roadmap and I'll look at different business processes and how ServiceNow would handle those.

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it_user459099 - PeerSpot reviewer
Enterprise Architect at a energy/utilities company with 1,001-5,000 employees

I would have to say that the documentation on the knowledge site can sometimes be very confusing.

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it_user459051 - PeerSpot reviewer
ServiceNow Report Architect and Developer at a energy/utilities company with 1,001-5,000 employees

It's a very complex tool with a lot of different pieces and it takes a lot of different people to support it because everyone has to be specialized in their own piece. There is a little bit of trying to get all the executives to come to agreement on KPIs across the organization. It has been a little complicated, but it's not really specific to the tool, but we need that, before we can realize parts of the tool.

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it_user339561 - PeerSpot reviewer
IT Consultant - SNOW at a energy/utilities company with 10,001+ employees
  • Lots of customizations can lead to breaking the system when moving to another release. This should be managed better by ServiceNow
  • UI can be busy and complicated for non-IT users
  • Difficulty in debugging and testing code output
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it_user349083 - PeerSpot reviewer
Senior Analyst of eCommerce Systems at a tech services company with 1,001-5,000 employees

They improved, a bit, the Reporting part of the product, but for sure it could be improved a lot more. I think they also should re-think the way they license the tool because it’s too expensive to automate all of your business, but you’ll need lots of licenses. If they did this, it would be an awesome tool. People go for doing some dirty integrations (with JIRA for example) just to reduce the number of licenses needed in ServiceNow.

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JG
Manager at a consultancy with 501-1,000 employees

Their user interface is old-fashioned and outdated, and it can be more friendly for the eye. They can improve the user experience.

We should be able to have different UI frameworks. Currently, they only do Angular, and sometimes, you can do React, but they can be more open-minded in this regard.

They are quite good in case management, but they can work more on case management. They can also adhere more to BPMN 2.0.

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KR
Practice Leader, Solutions architect at a tech services company with 51-200 employees

if I consider from the IT operations management side, ServiceNow is pretty premature on some things, especially the discovery, while the other tools like Micro Focus and BMC Remedy, those that have been in the market for quite some time. ServiceNow is evolving itself in the discovery piece of the future.

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it_user627003 - PeerSpot reviewer
Senior Technical Lead at a comms service provider with 1,001-5,000 employees

Change Management is the area I have found that this tool can be improved because there are so many fields which are missing, such as urgency of the customer request and how the priority is defined. These are some of the areas in which I found that BMC Remedy is much better than ServiceNow.

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it_user459009 - PeerSpot reviewer
Developer at a financial services firm with 1,001-5,000 employees

I'm not sure about additional features because really, if you need something, you can build it in ServiceNow so that's pretty neat in itself. Working out some of the things that people might have headaches about and for access to certain things in the workflow, like the delivery time and being able to set that dynamically on a request item would be nice. As far as new features, it looks like they're going the right direction. They have ideas that I haven't even thought of.

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it_user459018 - PeerSpot reviewer
IT Executive at a media company with 1,001-5,000 employees

Performance analytics could be a lot better. I know that's the big thing, they're pushing collaboration and stuff like that. It's just that portion, if that was better done it would be better for us. I the analytics were better and easier, if it didn't require someone with a lot of technical experience to create the reports, but rather if it was more click and drag, then anybody could create these reports. It would be a lot better.

From my standpoint, because we don't have people who are experienced in doing the performance analytics module and stuff like that, ee can't get the right reporting and it's just a beast trying to get that configured the right way. If it was more simplified and easier for us to generate reports, if it was click and drag, you could get all that information and they could produce reports like that. It takes a long time to produce reports.

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it_user379710 - PeerSpot reviewer
Lead Engineer with 501-1,000 employees

My only thought is while it is great they are expanding into many different areas of business, don’t forget about the core of this product and why it was originally built. UI and feature enhancements to records like incidents would be great.

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it_user350910 - PeerSpot reviewer
Senior Consultant at a tech services company with 501-1,000 employees

Reporting capabilities could use some improvement.

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it_user261978 - PeerSpot reviewer
CareWorks Tech at a tech services company with 501-1,000 employees

The configuration capabilities of the end-user facing portal, although this issue is due to be addressed in the next release.

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JW
Information Security & Compliance Specialist at a financial services firm with 1,001-5,000 employees

The solution could improve by making the CMDB integrate with a CI better to allow it to be seen across multiple platforms. Additionally, an option to easily make tickets private or not generally visible. ServiceNow has to set up the individual tickets and there is not an easy way for us to do it ourselves.

There are integrations we can do that requires outside people to help us expand, such as business continuity and other areas. It can be complicated to expand the solution which could be made easier.

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IH
Managing Director at a tech services company with 51-200 employees

It's missing monitoring capabilities.

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it_user459063 - PeerSpot reviewer
Software Developer at a university with 1,001-5,000 employees

More publications about what plug-ins are available.

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it_user459144 - PeerSpot reviewer
Team Lead at a healthcare company with 1,001-5,000 employees

The training, and that's not the tools, I'm very happy with the tools, it's just I have not been able to get my arms wrapped around it, to be able to do all the multiple things that I want to do. We're still learning it. I was telling someone the other day "I feel like I'm a developer," but then again I'm not really a developer, because I just need that one or two more advanced courses to push me off the edge so that I can get in and do all these great things that people are talking about doing. I just haven't seen that piece.

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KK
Systems Analyst at a energy/utilities company with 201-500 employees

Performance could definitely be improved. There may be features I'd like to have that are not activated because of our licensing agreement. I would like to have the ability to access a Gantt chart.

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KK
Systems Analyst at a energy/utilities company with 201-500 employees

We would like to have an Asset Management and/or Project Management feature enabled in this version and in the IT Service Management edition.

The Express edition does not allow the option for scripting.

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it_user459015 - PeerSpot reviewer
Solutions Architect at a tech services company with 1,001-5,000 employees

Definitely discovery software and management. Then talk about CMDB, how they arrange all those CMDB tables. Those are a few areas of improvement that they can make better.

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it_user458958 - PeerSpot reviewer
Principal Engineer at a tech vendor with 51-200 employees

The whole mobile aspect seems to be the key. People are still working, they’re not at their desks, so they need an easy way to work. I think that's going well in that direction. It seems like ServiceNow as a company has a pretty good vision on where they are, where they should be and it really matches up well with what we're looking to do.

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it_user346971 - PeerSpot reviewer
Senior Tools Engineer at a computer software company with 1,001-5,000 employees

The usability and user experience is a really big issue and needs to be improved.

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RZ
Senior Consultant at Sequal IT

There should be fewer clicks and faster integrations between solutions. Too much information needs to be entered when transferring between solutions. Obvious logic does not always seem to apply when transferring tasks between workflows. Having said this, the availability of these many workflows and solutions on one platform is the strength of ServiceNow. 

New development of new features is not as flexible as one would expect, global adherence to rules and regelations seem to bog down the development and release process.

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it_user459075 - PeerSpot reviewer
Managaer of InfoSys at a tech vendor with 501-1,000 employees

If you look at the number of support calls that we put into ServiceNow, it's absolutely minimal because we filter. We don't have our users calling into ServiceNow directly and we trained our users, etc. I don't really see the value, monetarily, from what we're spending from a support perspective. Because if we call into ServiceNow it's because we're experiencing something at a much higher level, not something that is an easy fix. It's usually we've recognized performance issues or something like that. Their up time has been satisfactory for the most part.

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it_user323610 - PeerSpot reviewer
Infrastructure Support Engineer with 5,001-10,000 employees

The biggest issue that I see is the way that they license some of their add-on products. We spend a lot of money, so they should have a better pricing model for customers that want to take advantage of some of the new offerings.

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PJ
Global Solutions Manager - ServiceNow at a tech services company with 201-500 employees

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.

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SH
Business Lead at a manufacturing company with 10,001+ employees

I do not like the user interface.

I would like to see a more streamlined process to assign tickets to support people.

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BP
Business Developer at Axianseu Digital Solutions S.A.
RR
Principal Consultant at a tech vendor with 10,001+ employees

The solution is lacking in the mobile application area that could be improved. Additionally, the configuration of the UI path could be made easier whether it is on mobile or web and their chatbot needs some improvement.

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TM
Principal Consultant at a consultancy with 11-50 employees

It should have more artificial intelligence for business and work capabilities.

The community is not so active. There must be initiatives to make the community talk more and share more information.

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it_user579798 - PeerSpot reviewer
Senior Software Engineer at a tech services company with 10,001+ employees

Earlier, ServiceNow had the ability where you could build your own UI. The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding, but the standard UI is not that good when compared to Remedy's UI.

When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user. 

These are some of the ways ServiceNow could improve the UI, out-of-the-box.

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AP
Chief ITSM area at MAINSOFT

The customer service management is the grown product. INow I don't have much skill, but I think that could be an excellent complement for ITSM.

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GP
Chief Revenue Officer at a tech services company with 51-200 employees

Integration capabilities can improve. ServiceNow has a roadmap, however, native integrations in addition to the citizen-developed scopes would be ideal.

The pricing seems confusing, with the integration hub being most confusing.

I believe our firewall rule change request form is a custom form, but it has a serious drawback. If I submit such a request and need to make a correction to it before it is approved, there isn't any way for me to do so. The request has to first be rejected with the creation of a sub-task in order to edit it before it is resubmitted for approval.

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it_user549759 - PeerSpot reviewer
Senior Specialist at a tech services company with 10,001+ employees

A global search should be present OOB which can locate anything in the system like any piece of code or any sys id or any record so that we don't have to goto to each module for searching it.

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it_user463323 - PeerSpot reviewer
Consultant at a tech services company with 1,001-5,000 employees

You can use standard functionality like add a wall to a group and then the user gets to sign and everything's fine. You can create ACL's, that's also good. If you like to split the users or the rights, what a user can do, then there are less walls. If you want to develop very quickly with ServiceNow, then you need the admin wall. If you have a lot of users, a lot of developers on a single platform, probably not everybody knows what the other ones do and you have, of course, different quality and experience of the developers. It's very fast to develop or change something that has a large impact on another solution. ServiceNow should provide a better kind of developer wall or something similar, whereby developers have a lot of rights. You're not the admin but can do and change everything.

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MF
Director of Cloud Services at a tech services company with 11-50 employees

The Software Asset Management feature can be improved. We would like to see more features for the Software Asset Management functionality. 

Its price can also be better. It is currently more expensive than other solutions.

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it_user459150 - PeerSpot reviewer
Developer at VSI

Some of the things which I've seen that they're improving now, it was the UI. It was a pretty basic UI which needed improvement. Now with Angular and stuff like that, making it more responsive, that is very helpful, but they need to work on the UI more.

They don't seem to have that major impact. It's not a huge difference. Maybe from Fuji to Geneva it might have changed a bit, but we didn't see it to Helsinki.

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DK
Information Technology Architect, Cloud and Security at a tech services company with 51-200 employees

It's a great platform, but there's still room for improvement. As the solutions stands now, you do need a lot of previous experience to use it. It would be great if they could develop some use case templates. This would be beneficial for a small and medium-sized businesses as they rely on their development teams.

It's a multipurpose tool. If it could be further developed and specialized within the brand, different organizations could more easily implement it.

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AS
CEO at a tech services company with 11-50 employees

It's not user-friendly by default, but it can be customized to be customer-friendly.

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it_user811551 - PeerSpot reviewer
Managing Director at a tech services company with 10,001+ employees

It has a higher cost compared to local/regional solutions. 

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it_user459129 - PeerSpot reviewer
Business Analyst at a consultancy with 1,001-5,000 employees

I would say database or data visibility. In fact, I think for me, I'm going for the physical side, most of the people like to access data without any constraints. We're in ServiceNow, it's not very easy to access the data on a very simple way. That would be a very good improvement, and you need some specific tools to access data or reporting. Sometimes it's not enough and that's the point.

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SG
Consultant at a consultancy with 11-50 employees

Currently, we are finding it a bit difficult to monitor the subscriptions that are being used. The reporting feature related to this can be improved. 

Its ITOM functionality can be improved. BMC does a better job than ServiceNow in terms of capturing utilization and other such things.

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it_user459036 - PeerSpot reviewer
Applications Analyst at a manufacturing company with 1,001-5,000 employees

Their debugging tool. Sometimes it's hard to debug some of the scripts because once Javascript fails, it doesn't really tell you why. It just skips over it and It keeps going. That's probably the biggest room for improvement.

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it_user377775 - PeerSpot reviewer
Technical Service Technician at a tech vendor with 10,001+ employees

The setup wasn't as straightforward or easy as it should have been. While it wasn't difficult or complex, there was some planning and work involved.

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it_user350358 - PeerSpot reviewer
Lead Software Engineer at a tech vendor with 10,001+ employees

Even though there is a huge freedom in what you can customize, there are still plenty of areas for improvement regarding non-documented APIs and hard-coded functionality.

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JG
Consultant at Sequal IT

Transparency in the pricing model needs to be improved.

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RG
Founder and business lead at a tech services company with 11-50 employees

The user interface could be much improved, and the developer tools and sets can be improved greatly, they are lacking.

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it_user454209 - PeerSpot reviewer
Business Intelligence Analyst & Developer at a tech services company with 10,001+ employees

The Project Management with Resource Management feature is an area with room for improvement. The timecard are not being considered when a resource is working on two projects and contains vacations or out of office days. The reports should be a lot better; maybe it could use SAP BusinessObjects, Tableau or QlikView in the background; that would be nice.

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it_user702 - PeerSpot reviewer
Director of Infrastructure at a tech company with 51-200 employees
I mentioned that the tool is very customizable, which is both good and bad. You can make the tool do anything, which may not always be a good thing. There is a mix of old and new technology in the tool that you will run into at times. View full review »
DW
VP, Service Management at a tech services company with 51-200 employees

I don't like the UI. Compared to other products that I have been using, it is not as user-friendly.

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it_user587769 - PeerSpot reviewer
ServiceNow Developer with 501-1,000 employees

The Service Portal could be improved. There are some things in it which are somewhat difficult for me to understand.

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Buyer's Guide
ServiceNow
March 2024
Learn what your peers think about ServiceNow. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,234 professionals have used our research since 2012.