2017-07-25T06:21:00Z
Miriam Tover - PeerSpot reviewer
Service Delivery Manager at PeerSpot (formerly IT Central Station)
  • 0
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What do you like most about ServiceNow?

Hi Everyone,

What do you like most about ServiceNow?

Thanks for sharing your thoughts with the community!

68
PeerSpot user
68 Answers
Rupesh Jethwa - PeerSpot reviewer
Solutions Architect at Globant
Real User
Top 5Leaderboard
2022-05-25T08:59:00Z
May 25, 2022

Operations and maintenance costs have been reduced using this solution. We have been able to deliver faster solutions to our customers and track progress using live data.

Search for a product comparison
JoseQuintero1 - PeerSpot reviewer
Senior Services Manager at a tech services company with self employed
Real User
Top 5Leaderboard
2022-03-22T21:36:07Z
Mar 22, 2022

ServiceNow is a cloud-based platform, so people won't need to worry about investing on hardware to host it. Being on the cloud, it is available 24x7.

It's scalable, stable, and multifeatured, with a straightforward setup and good technical support.

JG
Manager at a consultancy with 501-1,000 employees
Real User
Top 5
2022-02-20T17:20:02Z
Feb 20, 2022

It is a very promising product. They have a new release every six months. They're investing quite a lot, and you can do many creative things with the product. If you know how it works, you can have stricter rules in the product.

DiegoSilva Peukert - PeerSpot reviewer
Technical manager at Aoop Cloud Solution
Real User
Top 10
2022-02-18T19:11:14Z
Feb 18, 2022

ServiceNow is very easy to set up.

Chaithra R - PeerSpot reviewer
Technical Lead at a tech services company with 501-1,000 employees
MSP
Top 10
2022-01-28T10:19:17Z
Jan 28, 2022

A workflow automation platform that's reliable, performs well, and has good reporting and integration.

PJ
Global Solutions Manager - ServiceNow at a tech services company with 201-500 employees
MSP
2022-01-04T21:33:06Z
Jan 4, 2022

It can scale well if you are managing IT assets.

Learn what your peers think about ServiceNow. Get advice and tips from experienced pros sharing their opinions. Updated: November 2022.
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DM
Principal Analyst at a consultancy with 501-1,000 employees
Real User
2021-12-16T17:52:00Z
Dec 16, 2021

Remote access is most valuable.

Temitope Alabi - PeerSpot reviewer
SENIOR THIRD PARTY RISK ANALYST / SECURITY CONTROL ASSESSOR at a financial services firm with 51-200 employees
Real User
Top 20
2021-12-15T05:48:00Z
Dec 15, 2021

Makes ticket information easy to access.

NJ
ServiceNow ITSM/ITOM/SAM/CMDB Technical and Implementation Consultant at Doublelight Technology Limited
Real User
Top 10Leaderboard
2021-12-10T14:49:02Z
Dec 10, 2021

Everything about the schema, including the design of ServiceNow, is great.

JM
IT Supervisor, (POLARIS) Calendar Management Office at a government with 10,001+ employees
Real User
Top 20
2021-12-08T20:16:00Z
Dec 8, 2021

Will give us better control over asset management and technical debt once we can centralize all contract information.

Elizabeth  Juarez - PeerSpot reviewer
Global Chief Information Officer/ Chief Technology Officer at Kidzania
Real User
Top 5
2021-11-07T10:11:23Z
Nov 7, 2021

I think ServiceNow is highly stable. These kinds of tools are used in a big company, and I haven't seen any issues in terms of the core platform.

PC
ITSM Process Owner at a financial services firm with 10,001+ employees
Real User
2021-10-22T20:46:51Z
Oct 22, 2021

For the nuts and bolts running of an IT organization, I can't really say there's anything lacking feature-wise.

SR
Technical Architecture Director with 51-200 employees
Real User
2021-10-22T05:57:00Z
Oct 22, 2021

Your time-to-market, or TTM, becomes faster when you use ServiceNow. Even individuals that are not tech savvy can quickly change processes and workflows in it. This can make the organization as a whole more agile.

JW
Information Security & Compliance Specialist at a financial services firm with 1,001-5,000 employees
Real User
2021-10-18T18:55:40Z
Oct 18, 2021

There are many expansions available.

Bruno Pires - PeerSpot reviewer
Business Developer at Axianseu Digital Solutions S.A.
Reseller
Top 10
2021-10-01T09:27:46Z
Oct 1, 2021

Very easy to implement and to respond to my clients' needs.

JS
Practice Director, Global Infrastructure Services at Wipro Limited
Real User
Top 5Leaderboard
2021-09-23T06:41:00Z
Sep 23, 2021

The solution is stable, scalable and easy to use.

Vadim Tomkevich - PeerSpot reviewer
Project Manager, Manager of ITSM Consulting Team at EPAM Systems
Real User
Top 10
2021-09-15T13:36:57Z
Sep 15, 2021

There are lots of modules around IT service management such as IT business management and human resource management (HRC).

WW
Director of IT at a local government with 201-500 employees
Real User
Top 20
2021-08-11T16:05:25Z
Aug 11, 2021

The workflow makes things extremely efficient and it improves effectiveness.

Tarun Arora - PeerSpot reviewer
Consultant at HCL Technologies.
Real User
Top 10Leaderboard
2021-07-16T04:35:12Z
Jul 16, 2021

It is easily configurable and has a good developer society online, available for any issues from the backend.

Jorge Ambrosio - PeerSpot reviewer
Quality Management Office (QMO) Manager at a comms service provider with 10,001+ employees
Real User
Top 5Leaderboard
2021-06-25T06:03:39Z
Jun 25, 2021

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

LS
Infrastructure Team Lead at a energy/utilities company with 5,001-10,000 employees
Real User
2021-06-08T21:13:33Z
Jun 8, 2021

There are a lot of features within ServiceNow. There are plenty of add-ons that go beyond the typical core helpdesk operations, such as HR facilities, BRM functionality, and various compliance and governance capabilities.

NP
Market Data/Application Support - Assistant Vice President at a financial services firm with 1,001-5,000 employees
Real User
2021-06-06T11:22:08Z
Jun 6, 2021

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

Dirk Kruger - PeerSpot reviewer
Senior Principal at Devoteam Management Consulting
Real User
Top 20
2021-05-19T14:38:04Z
May 19, 2021

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

Haresh Thevathasan - PeerSpot reviewer
Senior Business Systems Analyst - Enterprise Methodology and Process Program Manager at Judicial Council of California
Real User
Top 20
2021-04-23T19:12:40Z
Apr 23, 2021

The Idea Portal and the PPM platform are most valuable. Their out-of-the-box dashboards and reporting are fantastic. I use them almost on a weekly basis. I have developed a couple of PMO dashboards for reporting.

It is user-friendly. Everything is done through a navigation bar, and it makes things a lot easier that way.

BS
Product Owner and People Lead at a wholesaler/distributor with 10,001+ employees
Real User
Top 20
2021-04-09T15:42:00Z
Apr 9, 2021

The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows.

CG
PM at a transportation company with 10,001+ employees
Real User
Top 20
2021-04-09T00:08:12Z
Apr 9, 2021

If you stick to the out-of-the-box solution, it's an easy setup.

MJ
Sr. Systems Manager at a manufacturing company with 10,001+ employees
Real User
2021-04-06T18:07:56Z
Apr 6, 2021

I like the incident module, which is useful for tracking your incidents and other things. It is a reliable solution.

NC
Advisor at a energy/utilities company with 201-500 employees
Real User
2021-04-01T17:42:45Z
Apr 1, 2021

It enables us to meet SLAs, track issues across the environment, and report those issues.

AS
CEO at a tech services company with 11-50 employees
Real User
Top 5Leaderboard
2021-03-01T12:47:02Z
Mar 1, 2021

I like the ease of use.

Dave Koffij - PeerSpot reviewer
Information Technology Architect, Cloud and Security at a tech services company with 51-200 employees
Real User
Top 10
2021-02-24T21:35:00Z
Feb 24, 2021

You can have it installed and up and running within hours if you know what you're doing. Time to market would be one of the main things to consider.

BS
Head of ITSM and Service Availability at Aon Corporation
Real User
Top 5
2021-02-03T13:04:39Z
Feb 3, 2021

It is robust and very user-friendly.

SP
Delivery Lead, Enterprise at a wholesaler/distributor with 10,001+ employees
Real User
Top 20
2021-01-15T18:08:23Z
Jan 15, 2021

We have found the service easy to use, although, we have ended up customising a lot of parameters.

PA
Senior System Engineer at a healthcare company with 10,001+ employees
Real User
Top 5Leaderboard
2021-01-05T15:07:34Z
Jan 5, 2021

ServiceNow is a very powerful tool that can perform a lot of different functions.

SG
Consultant at a consultancy with 11-50 employees
Consultant
Top 20
2020-12-24T21:37:08Z
Dec 24, 2020

It has more extensive features as compared to the other competitors.

RG
Founder and business lead at a tech services company with 11-50 employees
Real User
Top 20
2020-12-21T18:00:20Z
Dec 21, 2020

What I like the most is that it's a common service data model and the fact that everything is available on one platform.

Ligia Godoi - PeerSpot reviewer
IT Service Delivery Manager at DXC
Real User
Top 5Leaderboard
2020-12-16T17:58:44Z
Dec 16, 2020

It's a very low-code platform, and it's simple. The user experience is also really good.

AP
Chief ITSM area at MAINSOFT
Real User
Top 20
2020-12-12T04:36:13Z
Dec 12, 2020

The pricing of the product is quite good. It's not too expensive.

TM
Principal Consultant at a consultancy with 11-50 employees
Consultant
Top 10
2020-12-03T00:16:23Z
Dec 3, 2020

The flow designer for application development is the most valuable. The newest version of flow designer allows us to develop applications quite fast. We can have custom and mobile applications. It has an interface for mobiles, and it also has a good reputation.

TB
IT Leader at a manufacturing company with 10,001+ employees
Real User
2020-11-20T23:25:56Z
Nov 20, 2020

Primarily, we use it for incident management and change across the landscape. It is the virtual repository for our incident management processes. It gives us visibility about what's happening from the change management perspective across our CABs, including our enterprise CABs.

MF
Director of Cloud Services at a tech services company with 11-50 employees
Real User
Top 20
2020-11-16T12:31:58Z
Nov 16, 2020

The Workflow feature is the most valuable.

SM
Senior Management Consultant at a consultancy with 11-50 employees
Real User
Top 10
2020-11-15T06:14:00Z
Nov 15, 2020

It's easy to integrate. For instance, yesterday we closed the integration with SAP for the IP business management module to manage the forecast of projects. We created an interface between ServiceNow and SAP to control projects for accounting and on the forecast of the project. It was really easy. We don't have any problems with ServiceNow at the moment. As a company, they are improving constantly.

DW
VP, Service Management at a tech services company with 51-200 employees
Real User
2020-11-11T21:28:15Z
Nov 11, 2020

What I like the most is the functionality, it's features are rich, and there is a high degree of compliance with IT standards.

RM
Head of Digital Services & Technologies at a manufacturing company with 10,001+ employees
Real User
Top 20
2020-11-11T13:10:44Z
Nov 11, 2020

The solution integrates well with other products.

RJ
Senior Loan Analyst at a financial services firm with 5,001-10,000 employees
Real User
2020-11-03T22:44:00Z
Nov 3, 2020

In terms of the most valuable features, it's nice to have everything in one place. Things are easy to follow up on. ServiceNow provides that workflow. I know at some level it is in the pipeline and then if I need to follow up, everything's there. Those are the key benefits of ServiceNow.

Gagan Pattanayak - PeerSpot reviewer
Chief Revenue Officer at a tech services company with 51-200 employees
Real User
Top 5
2020-09-23T01:08:00Z
Sep 23, 2020

ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on.

it_user1402869 - PeerSpot reviewer
Global Service Management Lead, Powered Enterprise at KPMG
Real User
2020-08-12T12:34:00Z
Aug 12, 2020

ServiceNow has also enabled our Management Consulting business to provide Digital Transformation services for our clients the world over, as we use the platform as an accelerator for doing IT Target Operating Model transformations.

GT
IT Service Manager at a financial services firm with 1,001-5,000 employees
Real User
2020-07-14T08:15:48Z
Jul 14, 2020

I have found that sorting and grouping functions are particularly useful.

Roland Zuurveld - PeerSpot reviewer
Senior Consultant at Sequal IT
Real User
Top 10
2020-07-13T11:45:00Z
Jul 13, 2020

It gave us professionalized, faster incident turn around times. Improved quality of information shared with our customers. Over time we build an extensive knowledge base that assists in both self-service as in services provided by the servicedesk when handling incidents.

DM
Director at a tech vendor with 1,001-5,000 employees
Real User
2020-07-05T15:50:00Z
Jul 5, 2020

The feature that I have found most valuable from ServiceNow is the ability to assign sub-tasks to different teams, including problem tickets and the regular and chain tasks.

Vinod Kanna - PeerSpot reviewer
Software Development Manager & UX / UI enthusiast at Accelya World SLU
Real User
2020-06-15T07:34:07Z
Jun 15, 2020

Very good incident management, chain management and problem management features.

PP
Practice Manager, Automation & Orchestration at a tech services company with 5,001-10,000 employees
MSP
2020-06-15T07:33:00Z
Jun 15, 2020

ServiceNow was the first true enterprise to service management platform.

Jeffrey Goudsmith - PeerSpot reviewer
Consultant at Sequal IT
Real User
2019-10-22T20:55:00Z
Oct 22, 2019

The most valuable feature is that this is a Cloud solution.

SH
Business Lead at a manufacturing company with 10,001+ employees
Real User
2019-05-16T06:50:00Z
May 16, 2019

This solution is a single-storage for our user community to submit help desk tickets.

Vadim Tomkevich - PeerSpot reviewer
Project Manager, Manager of ITSM Consulting Team at EPAM Systems
Real User
Top 10
2018-11-28T09:05:00Z
Nov 28, 2018

It actually has quite a wide list of modules and processes. Currently, we are implementing project management and Scaled Agile Framework for one of our customers.

SD
Consultant at a consultancy with 10,001+ employees
Real User
2018-11-28T09:05:00Z
Nov 28, 2018

In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of it.

it_user579798 - PeerSpot reviewer
Senior Software Engineer at CGI
Real User
2018-11-28T09:05:00Z
Nov 28, 2018

I have found many features that are important and that are easier when compared to Remedy; for example, the Scripted REST APIs and the Flow Designer... The Client scripts are simpler when you compare with Remedy.

it_user558933 - PeerSpot reviewer
Technology Strategy & Architecture at Deloitte New Zealand
Real User
2018-11-27T10:00:00Z
Nov 27, 2018

One feature of ServiceNow that is important is the workflow engine. From my perspective [as a consultant] the power to be able to structure processes, represent workforce management for organizations, and the visibility provided by the reporting are additional top features.

it_user525477 - PeerSpot reviewer
Associate Director at Mindtree
Real User
2018-11-25T07:42:00Z
Nov 25, 2018

HR Case Management and Customer Service Management are two of the key areas which clients are using.

it_user627003 - PeerSpot reviewer
Senior Technical Lead at a comms service provider with 1,001-5,000 employees
Real User
2018-11-21T08:30:00Z
Nov 21, 2018

Creating a ticket is much simpler in this tool. That is one big advantage. Also, the simplicity and ease of use are much better. I've used HPSM and it is very complex in comparison to ServiceNow.

Mir Razvi - PeerSpot reviewer
Solution Architecture at Accenture
Real User
Top 5
2018-11-21T08:23:00Z
Nov 21, 2018

There are features included in the new release for intelligent software, like the chatbot. For HR services, the HR agent which is in that chatbot has been fantastic.

SeanHook - PeerSpot reviewer
System Architect at Nuplex Resins
Real User
2018-11-21T08:23:00Z
Nov 21, 2018

Discovery has reduced, on average, the time to build/deploy devices within our environment by one hour. This may not seem like much but it adds up over time. It also reaps additional time savings with its ability to capture changes through subsequent discoveries over the life of the device.

it_user561243 - PeerSpot reviewer
IT Coordinator at a financial services firm with 1,001-5,000 employees
Real User
2018-11-18T07:31:00Z
Nov 18, 2018

The most valuable feature is the flexibility of development for customization.

DF
IT Systems Analyst Lead with 10,001+ employees
Real User
2018-11-18T07:31:00Z
Nov 18, 2018

I like the reporting aspect of it. It helps us know where we stand regarding the types of issues we're receiving... It also shows us trends. That enables us to possibly predict an issue that might come up in the future as well as what is happening right now. We will like that feature. With it, we can either avoid certain issues or know where we need to focus more regarding the service we provide.

Gordon E Braun-Woodbury - PeerSpot reviewer
Marketing Operations practice leader at Calibrate Legal, inc.
Real User
Top 10
2018-09-28T13:57:00Z
Sep 28, 2018

It provides internal clients with greater transparency about their projects and deliverables.

SP
Director of Channels and Alliances at a tech vendor with 11-50 employees
Real User
2018-08-07T08:19:00Z
Aug 7, 2018

The biggest feature is that it is cloud-based, so it's always updated, it's always current. We don't have to worry about patches, revisions. We're always working with the latest version.

PK
Assistant Vice President at a financial services firm with 10,001+ employees
Real User
2018-08-07T08:19:00Z
Aug 7, 2018

It uses a common base of data and allows different types of records to pull from that same base of data.

Konstantinos Kourtidis - PeerSpot reviewer
Systems Analyst at a energy/utilities company with 11-50 employees
Real User
2018-07-12T09:32:00Z
Jul 12, 2018

We can keep track of incidences. There is a bucket where we keep all our information, and it enables communication between stakeholders. It helps us collaborate with each other.

Idan Harel - PeerSpot reviewer
Managing Director at a tech services company with 51-200 employees
Consultant
2017-07-25T06:21:00Z
Jul 25, 2017

Easy to integrate with third-party applications.

Related Questions
GF
Managing Director at a consumer goods company with 11-50 employees
Sep 5, 2022
Hello, I work as the Managing Director at a small Consumer Goods company. I want to compare OutSystems and Service Now for developing non-ITSM Apps (e.g., CRM and Customer Care).  Which one would you choose for this purpose and why? Thanks in advance for your help!
2 out of 4 answers
Evgeny Belenky - PeerSpot reviewer
Director of Community at PeerSpot (formerly IT Central Station)
Mar 10, 2022
Hi @reviewer1529571, @reviewer1278699, @Jaikant S Rao, @Dawn McClure, @Gagan Pattanayak, @Roland Zuurveld, Can you please share your knowledge with the community? Thanks!​
Farid Abbasi - PeerSpot reviewer
Consultant & CEO at Technosys Limited
Mar 10, 2022
Hello @Gerry Fitzpatrick, 'Customer Service Management' and 'IT Service Management' applications run on the same ServiceNow platform.  Whilst 'Customer Service' gives you the CRM capability (external facing), ITSM gives you the supporting framework (internal facing). The two work very well together. There is no need for you to invest in building custom apps. However, if you still want to build custom apps then the ServiceNow platform allows you to do that with a very good mobile SDK.  ServiceNow also has an App Store, which is a really good source to see what integrations and applications are available to purchase (some are free). This would help you get value from your investment in ServiceNow quicker. Regards, Farid
AnaCosta - PeerSpot reviewer
Trainee at a university with 501-1,000 employees
Jun 2, 2022
Hi peers, I'm looking for a piece of advice: considering what each of the LeanIX and ServiceNow technologies offers, has anyone considered (or completed) integration between ServiceNow and LeanIX that could be beneficial to the user?
2 out of 4 answers
Jairo Willian Pereira - PeerSpot reviewer
Information Security Manager at a financial services firm with 5,001-10,000 employees
Jan 4, 2022
IMHO, ServiceNow is a complete ITSM tool, designed to support tradictional/waterfall and digital/agile "business" and is completely adherent with ITIL (and others frameworks). LeanIX offers a more limited setup of inventary, correlation and others tools (for example, offers only few ITIL domains), such as showed here https://docs.leanix.net/docs.For market-time, features and maturity i'll choice ServiceNow but the price may be a problem.
KevinO'Rourke - PeerSpot reviewer
President at CloseReach Ltd.
Jan 4, 2022
Don't know about LeanIX but QualiWare has a ServiceNow bi-directional API already in place....
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See 1 comment
Shibu Babuchandran - PeerSpot reviewer
Regional Manager/ Service Delivery Manager at ASPL INFO Services
Sep 21, 2022
Thanks for sharing.
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